Assistant Front Office Manager
About The Position
We are seeking an experienced and service-driven Assistant Guest Experience Manager to support the daily operations of our Front Office and Guest Experience teams. This leadership role is ideal for a hospitality professional who is passionate about creating exceptional guest experiences, developing high-performing teams, and driving operational excellence. The Assistant Guest Experience Manager will oversee front office operations, lead guest service initiatives, support associate development, and ensure brand and company standards are consistently met. This position plays a key role in delivering a seamless guest experience from arrival through departure while maintaining a positive and engaging work environment for associates. This is an OEM (Overtime Eligible Manager) position. In accordance with Illinois labor laws, overtime applies to hours worked beyond 8 hours in a day or 40 hours in a workweek. This position typically works approximately 45 hours per week, providing additional earning potential while maintaining an active leadership role within hotel operations.
Requirements
- Strong leadership, communication, and interpersonal skills.
- Ability to effectively resolve guest concerns and employee issues with professionalism and sound judgment.
- Strong organizational and time management skills with the ability to multitask in a fast-paced environment.
- Ability to build positive working relationships with guests, associates, and leadership teams.
- Professional appearance and demeanor with a commitment to service excellence.
- Ability to communicate effectively in both verbal and written formats.
- Working knowledge of hotel systems and computer applications.
- Ability to work flexible schedules, including evenings, weekends, and holidays.
Nice To Haves
- Two or more years of Front Office, Guest Services, or Rooms Operations leadership experience in a hotel environment.
- Experience with Lightspeed PMS.
- Experience working in Marriott or other major branded hotel environments.
- Knowledge of brand service standards, quality assurance audits, and compliance requirements.
- Experience promoting Marriott Bonvoy or similar hotel loyalty programs.
- Experience managing payroll processes, timecard reviews, and punch corrections.
- Experience creating schedules and managing labor productivity.
- Experience developing and maintaining Standard Operating Procedures (SOPs).
- Experience managing hotel gift shop inventory and retail operations.
- Demonstrated ability to coach, counsel, and develop associates.
- Experience leading Front Desk Agents, Front Desk Supervisors, Night Auditors, Bell Staff, Drivers, and Security associates.
- Passion for hospitality and creating personalized guest experiences.
Responsibilities
- Lead and support Front Office and Guest Experience associates in delivering exceptional guest service and hospitality.
- Recruit, interview, onboard, train, coach, and develop team members while supporting performance management initiatives.
- Oversee daily front desk operations to ensure compliance with company, brand, and departmental standards.
- Respond to guest requests, concerns, and service recovery situations in a professional and timely manner.
- Champion Marriott Bonvoy or other brand loyalty programs through guest enrollment initiatives and associate engagement.
- Utilize Lightspeed PMS to manage reservations, room assignments, guest profiles, billing, and operational workflows.
- Create and manage associate schedules to ensure appropriate staffing levels and labor efficiency.
- Review payroll, timecards, and punch corrections for accuracy and compliance.
- Develop and maintain departmental Standard Operating Procedures (SOPs) and operational best practices.
- Manage gift shop inventory, ordering, and retail operations as needed.
- Maintain a visible leadership presence during high-volume periods, special events, and emergency situations.
- Partner with Housekeeping, Engineering, Food & Beverage, Security, and other departments to deliver a seamless guest experience.
- Promote a culture of accountability, teamwork, inclusion, and continuous improvement.
Benefits
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan with Company Match
- Employee Hotel Discount Program
- Complimentary Meals During Scheduled Shifts
- Free On-Site Parking
- Company-Paid Life Insurance
- Flexible Spending Accounts (FSA)
- Voluntary Benefits, including Accident, Critical Illness, Hospital Indemnity, and Additional Life Insurance
- Paid Time Off and Holiday Pay
- Professional Development and Career Growth Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
