Assistant Front Office Manager

Southall•Franklin, TN

19d•Onsite

About The Position

Southall Farm & Inn is a luxury retreat rooted in elevated hospitality, wellness, and connection to the land. The Assistant Front Office Manager supports the Front Office Manager in leading a high-performing front office team, ensuring operational excellence, financial stewardship, and a consistently exceptional guest experience. The Assistant Front Office Manager (AFOM) is responsible for supervising daily front office operations with a strong emphasis on team accountability , service standards , and departmental financial performance . This role ensures an efficient, well-trained, and service-focused team while assisting in managing budgets, labor controls, and revenue integrity.

Requirements

3+ years of hotel front office or guest services experience; at least 1+ year in a supervisory or assistant manager role preferred, ideally in a luxury environment.
Strong leadership skills with the ability to coach, mentor, and hold team members accountable.
Solid understanding of hotel financials, budgeting, and revenue metrics (ADR, RevPAR, occupancy, upsell strategies).
Experience with hotel PMS systems (e.g., Opera, FSPMS, or similar).
Excellent communication, conflict resolution, and guest-relations abilities.
Ability to multitask and maintain composure in fast-paced moments.
Ability to stand for extended periods.
Ability to lift up to 25 lbs occasionally.
Flexibility to work evenings, weekends, holidays, and special events based on business needs.

Responsibilities

Provide daily supervision and coaching to Guest Services Associates and Supervisors.
Set clear performance expectations and hold team members accountable to service, productivity, and professionalism standards.
Conduct regular shift briefings to communicate goals, updates, and priorities.
Participate in hiring, onboarding, training, and continued skill development of team members.
Champion and track departmental and organizational initiatives
Instill a calm, organized approach when navigating stressful or fast-paced situations
Address performance issues promptly, documenting coaching conversations and collaborating with management/HR when necessary.
Support team in new-hire training and daily auditing
Model Southalls service philosophy, promoting a culture of hospitality, respect, and team collaboration.
Assist in managing department expenses, including labor forecasting, wage cost control, and supply ordering in alignment with budget goals.
Lead, coach, and hold accountable the front office team, including guest services, front desk, phone operations and third-party valet operations.
Monitor front office KPIs such as ADR integrity, upsell performance, occupancy trends, and revenue opportunities.
Support in developing and executing financial strategies to improve departmental profitability.
Ensure accurate billing, payment posting, and financial data integrity within the PMS.
Review daily reports including arrivals, departures, no-shows, and discrepancies to ensure operational accuracy.
Participate in monthly financial reviews and contribute data for departmental forecasting.
Oversee the delivery of warm, authentic, and personalized hospitality to all guests.
Respond to elevated guest concerns or service recovery situations with professionalism and follow-up.
Ensure proper coordination with housekeeping, concierge, spa, dining, and other departments.
Maintain a welcoming, organized, and aesthetically appropriate front office environment.
Uphold all front office standard operating procedures (SOPs), revising or creating new SOPs as needed.
Ensure team compliance with safety protocols, data security, and Southall privacy standards.
Ensure all Guest Services Associates maintain appropriate communication with other departments.
Monitor Guest Services Associate interactions for auditing and to identify additional support as needed.
Perform other job-related duties as assigned.
Comply with Southall Rules and Standards of Conduct as outlined in the Team Member Handbook.
Maintain a professional, polished appearance in alignment with Southalls grooming standards.
Adhere to attendance and scheduling expectations, including availability for evenings, weekends, and holidays.
Demonstrate expert knowledge of resort services, amenities, hours of operation, room types, rates, packages, promotions, group activities, and availability to confidently and accurately respond to guest inquiries.
Support night audit processes and verify accuracy of daily financial and operational reports.
Assist in maintaining PCI compliance and guest information confidentiality.