Assistant Front Office Manager

Millennium Hotels and Resorts•Sunnyvale, CA

3d•$75,000 - $80,000•Onsite

About The Position

As the Assistant Front Office Manager, you will support the Front Office Manager in leading the daily operations of the Front Office while creating exceptional guest experiences from arrival through departure. You will provide hands-on leadership across Front Desk, Guest Services, Night Audit, and Bell/Valet operations while supporting service excellence, operational efficiency, and team engagement. This is a highly visible, guest-facing leadership role. You will serve as a Manager on Duty when assigned, support the Front Office team during peak periods, and act as a key resource for guest concerns, operational challenges, and service recovery. This role is ideal for an emerging hospitality leader who is passionate about guest experience, enjoys developing others, and is ready to grow their leadership career in a fast-paced lifestyle hotel. You will help shape the guest journey by supporting a Front Office culture built around energy, genuine hospitality, accountability, and personalized service. Working closely with the Front Office Manager, you will help create seamless arrivals and departures, develop a confident and engaged team, and bring the personality of M Social Sunnyvale to life at every guest touchpoint.

Requirements

Passion for hospitality and creating exceptional guest experiences
Strong leadership and interpersonal skills
Excellent communication and problem-solving abilities
Strong organizational and time management skills
Ability to make sound decisions and remain composed during challenging situations
Hands-on leadership style with a willingness to support the operation wherever needed
Flexibility to work mornings, evenings, overnight shifts, weekends, holidays, and varying schedules based on business needs
Minimum 2 to 3 years of Front Office experience in a hotel environment, including supervisory or leadership experience
Proven ability to coach, motivate, and support Front Office teams
Strong guest relations, service recovery, and conflict resolution skills
Experience supporting scheduling, labor productivity, and daily departmental operations
Ability to serve as Manager on Duty and confidently make operational decisions
Demonstrated commitment to guest satisfaction and service excellence
Strong knowledge of hotel Front Office operations and guest service standards
Experience with hotel Property Management Systems, with Opera Cloud or similar PMS experience preferred
Knowledge of reservations, room inventory, billing, payment processing, and guest account management
Understanding of Night Audit procedures and hotel accounting fundamentals
Experience with Microsoft Office Suite and hotel reporting systems
Understanding of room revenue, occupancy, upgrades, and Front Office upselling opportunities
Ability to review operational reports and translate information into daily priorities
Ability to stand and walk for extended periods throughout the shift
Occasionally lift, carry, push, and pull up to 25 pounds
Ability to move throughout all areas of the hotel as operational needs require
Comfortable working in a fast-paced, guest-facing environment
High school diploma or equivalent required

Nice To Haves

Experience in a lifestyle, luxury, upscale, or full-service hotel preferred
Previous hotel opening or pre-opening experience preferred
Experience with VIP arrivals, group movements, and high-volume Front Office operations
Opera Cloud experience strongly preferred
Bilingual abilities are a plus
Demonstrated interest in growing into broader Front Office or Rooms leadership roles
Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred
Equivalent combination of education and relevant experience will be considered

Responsibilities

Support the Front Office Manager with the daily leadership and operation of the Front Office department
Supervise, coach, and support Front Desk Agents, Guest Services, Night Auditors, Bell Staff, and other Front Office team members
Lead daily pre-shift meetings and communicate operational priorities
Provide real-time coaching, feedback, and recognition
Foster a positive, collaborative, and guest-focused work environment
Serve as Manager on Duty as assigned and provide leadership across the hotel during designated shifts
Assist with training, onboarding, and development of new Front Office team members
Oversee check-in, check-out, guest services, cash handling, and daily Front Office procedures
Support accurate room assignments, billing, guest profiles, and account management
Monitor arrivals, departures, occupancy, room inventory, and room availability
Coordinate closely with Housekeeping on room readiness and priority rooms
Review shift reports, traces, special requests, and operational handoffs
Support Night Audit processes and daily Front Office reconciliation
Maintain consistent execution of brand standards and operating procedures
Step into Front Desk operations during high-volume periods as needed
Create personalized and memorable guest experiences throughout the guest journey
Personally support VIP arrivals, group check-ins, special occasions, and high-profile guests
Anticipate guest needs and proactively identify opportunities to elevate the experience
Respond to guest concerns with professionalism, empathy, and a solutions-oriented approach
Take ownership of service recovery and follow through on guest concerns
Monitor guest feedback and identify recurring service opportunities
Support initiatives that strengthen guest satisfaction, loyalty, and online reputation
Support departmental revenue and profitability goals
Assist with scheduling, labor management, and Front Office productivity
Monitor cash handling, deposits, adjustments, and financial procedures
Support room upgrade and upselling initiatives
Review operational reports and identify opportunities to improve performance
Help maintain appropriate staffing levels based on occupancy and business demand
Partner closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, Reservations, and Revenue Management
Coordinate room readiness, VIP arrivals, group movements, and special requests
Support group arrivals, meetings, special events, and hotel activations
Communicate guest needs and operational priorities effectively across departments
Build strong working relationships that contribute to a seamless hotel experience
Assist with recruiting, interviewing, onboarding, and training Front Office team members
Coach team members on service standards, systems, and operational procedures
Support performance conversations and corrective action processes in partnership with the Front Office Manager and Human Resources
Recognize strong performance and encourage professional growth
Help create an engaging environment where team members feel connected and supported
Follow company policies, safety procedures, and hotel standards
Maintain confidentiality and protect guest information
Follow PCI, cash handling, key control, and data privacy requirements
Support emergency procedures and hotel safety initiatives
Respond appropriately to guest and operational incidents and complete required documentation