Assistant Director of Front Office

Arlo DC•Washington, DC

10d

About The Position

The Assistant Director of Front Office supports the Director of Front Office with daily front desk operations and coordinates with areas that affect guest service. The role plans, directs, and coordinates activities to achieve exceptional service, providing operational support and sharing information while training, motivating, and recognizing team members. It requires independent judgment and initiative. The position leads and supervises Front Office operations to meet service, productivity, and financial objectives. It helps manage team coverage, workflow, schedules, payroll, training, performance, and operational improvements. The role also coordinates airline crew accommodations and related reservations, room assignments, arrivals, departures, and partner communications. It supports room inventory and revenue optimization, ensures accurate front-office financial and shift documentation, handles emergencies and incident reporting, and owns guest service recovery.

Requirements

Any combination of education and experience that provides the skills and knowledge required 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

Support the Director of Front Office in leading daily department operations, including Assistant Front Office Managers, Lobby Hosts, and Bell Persons.
Lead and supervise Front Office operations to achieve service standards, productivity, and financial objectives.
Conduct pre-shift briefings covering daily priorities, guest needs, and operational updates.
Support department meetings, training, team communication, and execution of operational priorities.
Identify opportunities to improve Front Office performance and partner with the Director of Front Office to implement enhancements.
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 concerns promptly, and maintain partner relationships.
Coordinate airline arrivals and departures across Front Office, Housekeeping, Reservations, and other departments.
Ensure accurate completion of shift closings, room deposits, refunds, rebates, and 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.
Maximize room sales, revenue, and profit.
Treat guests with courtesy and respect, demonstrate honesty and integrity, and lead by example to keep team members engaged and accountable.
Embrace and demonstrate Arlo's core values and culture.
Complete other duties as assigned by the Director of Front Office.