Assistant Front Office Manager

Horseshoe Bay Resort•Houston, TX

11d•Onsite

About The Position

This role is responsible for assisting in the oversight of daily front office operations, ensuring compliance with brand standards, and leading the front office team to deliver exceptional guest service. The Assistant Front Office Manager will focus on guest experience, operational efficiency, team development, financial performance, and quality assurance within a luxury hotel environment.

Requirements

Minimum 2–4 years of Front Office supervisory experience in an upscale or luxury hotel environment.
Strong leadership, communication, and problem-solving skills.
Proven ability to deliver high-touch, personalized guest service.
Flexibility to work varied shifts, including evenings, weekends, and holidays.

Nice To Haves

Previous experience with Hilton systems (OnQ, R&I, PEP,etc.) preferred.
Passion for storytelling and delivering unique, locally inspired guest experiences (Curio Collection ethos).
High emotional intelligence and cultural awareness.
Detail-oriented with strong organizational skills.
Ability to thrive in a fast-paced, guest-centric environment.

Responsibilities

Deliver personalized, luxury-level guest service aligned with Curio Collection’s distinctive identity and storytelling approach.
Handle VIP arrivals, special requests, and service recovery with professionalism and discretion.
Monitor guest feedback channels (Medallia, SALT, reviews) and implement service improvements.
Maintain a strong lobby presence to engage with guests and anticipate needs.
Assist in overseeing daily front office operations, including front desk, concierge, bell services, and guest relations.
Ensure compliance with Hilton brand standards, policies, and procedures.
Manage room inventory, upgrades, and rate strategies in coordination with Revenue Management.
Oversee shift operations, including scheduling, payroll, and labor controls.
Supervise, coach, and mentor front office team members to uphold luxury service standards.
Conduct training sessions focused on service excellence, upselling, and brand culture.
Support recruitment, onboarding, and performance management processes.
Foster a positive, inclusive, and high-performing team environment.
Assist in achieving departmental KPIs, including ADR, RevPAR, upsell revenue, and guest satisfaction scores.
Monitor cash handling, billing accuracy, and credit policies.
Identify opportunities to increase ancillary revenue (upgrades, amenities, experiences).
Ensure adherence to safety, security, and data privacy standards.
Conduct regular audits of front office procedures and guest touchpoints.
Maintain brand audit readiness and uphold luxury presentation standards.