Assistant Front Office Manager

AccorHotel•Miami, FL

About The Position

The Assistant Front Office Manager supports the overall management and daily operations of the Front Office Department, including Front Desk, Guest Services, and VIP Services. The role helps ensure exceptional guest experiences while maintaining SLS LUX and brand standards, operating procedures, and financial objectives. As a visible leader and key point of contact for guests, colleagues, and hotel departments, the Assistant Front Office Manager guides and supports Front Office colleagues and promotes service excellence, accountability, empowerment, and teamwork. The position coordinates daily operations, addresses guest concerns and service recovery, supports colleague development, and helps maintain effective communication across departments. The role also supports staffing and operational coverage, monitors arrivals, departures, room availability and VIP needs, reviews operational reports and guest feedback, and assists the Front Office Manager with departmental projects and assignments. The position requires a flexible schedule, potentially including early mornings, evenings, weekends, holidays, and overnight coverage when required.

Requirements

Minimum 2–3 years of Front Office, Guest Services, or Rooms Division experience in a luxury, lifestyle, or upscale hotel environment.
High school diploma or equivalent required.
Strong knowledge of Front Office operations, including check-in/check-out, room assignments, guest requests, VIP services, cashiering, room status, and service recovery.
Demonstrated ability to lead, coach, train, and motivate a diverse team in a fast-paced hotel environment.
Excellent verbal and written communication skills.
Strong problem-solving and decision-making skills, including the ability to remain calm and professional in challenging guest or operational situations.
Ability to deliver exceptional guest service and create personalized guest experiences.
Strong organizational skills and attention to detail, with the ability to prioritize multiple tasks and operational needs.
Experience handling guest complaints, service recovery, VIP guests, and sensitive guest situations with discretion and professionalism.
Ability to analyze guest feedback and operational information and implement follow-up actions.
Ability to handle confidential guest and hotel information with discretion.
Strong knowledge of hotel safety, emergency, Fire/Life Safety, and Loss Prevention procedures.
Ability to work effectively in a fast-paced, high-energy luxury lifestyle environment while maintaining professionalism and composure.
Proficiency in Microsoft Office and general computer applications.
Must be able to stand and walk for extended periods and perform the physical requirements of the position.

Nice To Haves

At least 1 year of supervisory or leadership experience within a Front Office or Guest Services operation.
Previous experience in a luxury or high-volume hotel environment.
College degree in Hospitality Management, Business Administration, or a related field.
Working knowledge of hotel systems and technology; experience with PMS, guest feedback, communication, and task-management systems.

Responsibilities

Assist the Front Office Manager with daily operations of the Front Office Department, including Front Desk, Guest Services, and VIP Services.
Serve as a visible leader and point of contact for guests, colleagues, and hotel departments, resolving guest needs and concerns promptly.
Plan, organize, facilitate, attend, or participate in hotel and departmental meetings as required.
Ensure compliance with SLS LUX and brand standards, operating procedures, policies, and service expectations.
Maintain a strong presence in Front Office operations and uphold the hotel's luxury service standards in guest interactions.
Provide direction, coaching, support, and tools to Front Office colleagues to promote accountability, empowerment, and effective decision-making.
Direct and coordinate Front Office activities and communication with other hotel departments.
Monitor staffing levels, scheduling, breaks, and departmental coverage.
Assist with monitoring arrivals, departures, room availability, occupancy, VIP arrivals, special requests, and other operational priorities.
Communicate with Revenue Management regarding occupancy, availability, room status, challenging reservations, and revenue-related operational matters.
Monitor and address guest feedback and service recovery opportunities using applicable hotel systems and feedback platforms.
Track and maintain records of guest issues, service recovery efforts, and resolutions to identify trends and improvement opportunities.
Respond to guest concerns and complaints when appropriate and ensure timely, effective service recovery.
Review guest comments and satisfaction scores, and communicate trends and areas for improvement to colleagues and leadership.
Ensure accurate and timely communication of guest preferences, VIP information, special occasions, requests, and service recovery details to relevant departments.
Help ensure Front Desk and Guest Services procedures are followed, including check-in, check-out, payments, room assignments, key control, guest requests, and cashiering.
Facilitate onboarding, training, coaching, and ongoing development of Front Office colleagues.
Monitor colleague performance and provide coaching, feedback, recognition, and corrective action as appropriate.
Support performance evaluations and performance improvement plans.
Help maintain a positive, professional, and collaborative work environment that supports employee engagement and retention.
Participate in Fire Safety, Life Safety, Security, and Loss Prevention programs and ensure colleagues understand and follow procedures.
Ensure compliance with hotel policies, procedures, and safety regulations.
Help resolve operational challenges between departments and facilitate communication for seamless guest service.
Monitor Front Office supplies, equipment, and operational needs; communicate deficiencies or replacement needs to leadership.
Review daily operational reports and help identify discrepancies or issues requiring follow-up.
Help manage room status discrepancies and coordinate with Housekeeping and other departments to ensure accurate room updates and availability for sale.
Support departmental projects, initiatives, and special assignments.
Maintain knowledge of hotel facilities, services, outlets, local attractions, transportation options, and other information useful to guests.
Handle guest and colleague interactions professionally, discreetly, and with attention to detail.
Perform other duties as assigned by the Front Office Manager or Hotel Leadership, including related tasks in support of exceptional guest service.