Assistant Front Office Manager

Assistant Front Office Manager

The Assistant Front Office Manager (AFOM) is responsible for day-to-day oversight of the Front Desk, Concierge, Housekeeping, and Market/Café teams. Reporting to the General Manager, this position plays a critical role in ensuring exceptional guest experiences through seamless arrivals, departures, and in-house services. The AFOM collaborates closely with other departments to manage bookings, service coordination, and billing. A commitment to leadership, operational excellence, and outstanding guest service is key to success in this role.

Leadership & Operations

• Direct the daily activities of the Front Desk and Guest Service teams
• Interview, train, schedule, and supervise staff
• Assist with front-line coverage of Front Desk and Concierge roles
• Lead daily morning meetings and represent the Front Office in cross-departmental planning
• Deliver exceptional guest service from check-in to check-out
• Respond to guest complaints with professionalism and empathy
• Oversee text messaging and upsell programs to enhance the guest journey
• Review VIP and group arrivals to ensure tailored handling and personalized service
• Collaborate with Housekeeping and the Foundry teams for seamless service coordination
• Ensure correct room assignments, billing accuracy, and fulfillment of guest preferences
• Maintain high performance standards for luggage delivery and concierge services
• Verify cashier reconciliations and financial reporting accuracy
• Address safety, security, and emergency concerns in the absence of senior management
• Lead department and interdepartmental meetings
• Conduct employee evaluations, training sessions, and corrective action when needed
• Ensure adherence to hotel financial and credit handling procedures
• Reinforce front office SOPs and service expectations to maintain consistency
• Foster a team-oriented culture focused on accountability, care, and recognition

• All other duties as assigned

What You Bring

• 2+ years of experience in management or supervisory role within a luxury hospitality, spa, fitness, or wellness environment.
• Exceptional interpersonal skills with a strong service and hospitality mindset.
• Knowledge of fitness, wellness, spa services, and café operations preferred.
• CPR/AED certification required (or must obtain within 30 days of hire).
• Strong organizational, multitasking, and problem-solving abilities.
• Comfortable with membership software, scheduling platforms, and basic POD systems.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.

Bonus Points if You

• Into wellness trends, boutique fitness, spa culture and know how to create excitement around them.
• Have a creative eye for events and programming that feels fun and fresh.
• Thrive in fast-paced, stylish environments where service is top-tier but never stiff.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently exposed to moving mechanical fitness equipment. The employee is occasionally exposed to risk of electrical shock.

The noise level in the work environment is usually moderate. Attendants generally use cleaning equipment and chemical supplies.