Assistant Front Office Manager
About The Position
The Assistant Front Office Manager supports in overseeing the daily operations of the Front Office Department. This role is responsible for ensuring exceptional guest service, operational efficiency, team development, and compliance with hotel standards. Primary oversight includes Front Desk and PBX operations, while providing leadership and support to Bell Services, Concierge, Valet/Parking, and other guest service areas as needed. Such a position serves as a departmental leader, acting on behalf of Front Office leadership when required and ensuring a seamless guest experience throughout all stages of the stay.
Requirements
- High school diploma or equivalent required
- Minimum 2 years of Front Office supervisory experience in a full-service hotel environment required
- Previous experience with hotel property management systems (PMS) and guest service operations required
- Strong leadership, communication, and interpersonal skills
- Demonstrated ability to manage multiple priorities in a fast-paced environment
- Sound judgment, problem-solving, and conflict resolution abilities
- Proficiency in hotel systems and Microsoft Office applications
- Ability to foster effective working relationships across departments
Nice To Haves
- associate’s or bachelor’s degree in Hospitality Management, Business Administration, or related field preferred
Responsibilities
- Oversee daily Front Desk and PBX operations to ensure efficient and hospitable service
- Ensure accurate handling of reservations, check-ins, check-outs, billing, and payment transactions
- Resolve guest concerns and service recovery situations promptly and professionally
- Maintain high levels of guest satisfaction and support departmental service goals and quality standards
- Monitor guest feedback, satisfaction scores, and online reviews, implementing corrective actions as needed
- Serve as Manager on Duty (MOD) when assigned
- Supervise, coach, and support Front Office team members in their daily responsibilities
- Assist with recruitment, onboarding, training, scheduling, and performance management
- Conduct daily shift meetings and ensure adherence to departmental policies and procedures
- Support employee engagement, accountability, and professional development
- Assist with performance evaluations and disciplinary processes in accordance with company policies
- Ensure completion of required reports, logs, audits, and departmental documentation
- Monitor labor costs, overtime, attendance, meal compliance, and productivity standards
- Assist with departmental budgeting, expense control, and inventory management
- Maintain compliance with cash handling, credit card security, and financial procedures
- Partner with Housekeeping, F&B, Engineering, Reservations, Revenue Management, Sales, and other departments to ensure operational success
- Ensure compliance with hotel, brand, QA, AAA, safety, and sustainability standards
- Assist with emergency preparedness, security procedures, and risk management initiatives
- Represent the Front Office Department in the absence of the senior management
Benefits
- Medical, dental, vision insurance
- 401(k) with company matching
- Complimentary Employee Meals
- Exclusive worldwide Hilton employee travel discount program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
