Assistant Director of Front Office
About The Position
Arlo Hotels is seeking an Assistant Director of Front Office to support the Director of Front Office in the daily operation of the front desk and coordinate with areas that affect guest service. The position plans, directs, and coordinates activities to deliver exceptional service; provides operational support; communicates information; and trains, motivates, and recognizes team members. It requires independent judgment and initiative. The Assistant Director leads and supervises Front Office operations, including Assistant Front Office Managers, Lobby Hosts, and Bell Persons, with responsibility for service standards, productivity, financial objectives, guest experience, and room revenue. The role coordinates daily coverage and workflow, develops team members, supports scheduling and payroll, and works with the Rooms Controller and other departments to coordinate airline crew accommodations. It also oversees front-office financial and administrative procedures, room inventory and rate controls, service recovery, and responses to emergencies.
Requirements
- Any combination of education and experience that provides the skills and knowledge needed for successful performance.
- Minimum 2–3 years in a management position.
- Strong knowledge of Front Office operations, guest service, and hotel procedures.
- Working knowledge of hotel PBX systems.
- Opera Cloud experience required.
- Working knowledge of hotel reservations, room inventory, and guest profile management expected.
Nice To Haves
- Hospitality diploma or degree preferred.
- Airline crew or airline accommodation experience strongly preferred.
Responsibilities
- Treat guests with courtesy and respect and demonstrate honesty and integrity.
- Lead by example, motivating team members to remain engaged, accountable, and focused on exceptional service.
- Support the Director of Front Office in leading daily operations, including Assistant Front Office Managers, Lobby Hosts, and Bell Persons.
- Conduct pre-shift briefings covering daily priorities, guest needs, and operational updates.
- Support department meetings, training, team communication, and execution of operational priorities.
- Maximize room sales, room revenue, and profit.
- Promote a guest-focused culture that delivers memorable experiences.
- Lead and supervise Front Office operations to achieve service standards, productivity, and financial objectives.
- Identify Front Office performance improvements and partner with the Director of Front Office to implement them.
- Assign and coordinate daily Front Office coverage and workflow.
- Train, mentor, and develop Front Office team members.
- Partner with the Director of Front Office to prepare schedules, complete payroll, and align staffing and labor costs with occupancy and operational demand.
- Partner with the Rooms Controller to manage airline crew reservations, room assignments, manifests, arrivals, departures, and schedule changes.
- Serve as a key contact for airline partners, resolve service issues, and maintain partner relationships.
- Coordinate airline arrivals and departures across Front Office, Housekeeping, Reservations, and other departments.
- Ensure accurate shift closings, room deposits, refunds, rebates, and required Front Office documentation.
- Conduct annual performance reviews with reporting team members.
- Respond immediately to emergencies, complete incident reports, and follow up with guests and staff.
- Manage same-day room inventory and support revenue optimization through room availability and rate controls.
- Resolve guest concerns promptly and professionally through service recovery.
- Complete other duties assigned by the Director of Front Office.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
