Assistant Front Office Manager
About The Position
As our Assistant Front Office Manager , you will be involved with all aspects of the front office operations. You will be responsible for ensuring the overall success of the front desk, guest satisfaction, and product quality standards are being met or exceeded. As Assistant Front Office Manager, you are a key driver of front-of-house excellence, brand compliance, and guest loyalty. This role is hands-on and performance-focused, with direct responsibility for Marriott brand standards, passing BSA audits, improving GSS and Intent to Recommend (ITR) scores, and leading a high-performing front desk team. You will also oversee front desk scheduling and own the profitability and presentation of the hotel gift shop. This position may require flexible scheduling availability.
Requirements
- Prior hotel front office or supervisory experience preferred
- Working knowledge of hotel PMS systems (Marriott experience a plus)
- Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment
- Service-driven leader who can coach, hold standards, and lead by example
- Calm, professional problem-solver who performs well under pressure
- Approachable, guest-focused, and visible on the floor
- Valid driver’s license preferred
- The employee is regularly required to stand, sit or walk for an extended period of time.
- The employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.
Nice To Haves
- Marriott experience a plus
- Valid driver’s license preferred
Responsibilities
- Lead front desk operations in full alignment with Marriott brand standards and service expectations
- Drive improvement in GSS and ITR scores through coaching, accountability, and daily service execution
- Ensure the hotel is always BSA-ready; proactively address gaps related to service, cleanliness, safety, and compliance
- Actively engage with guests to resolve concerns, recover service failures, and protect the guest experience
- Supervise, coach, and develop front desk associates to deliver consistent, on-brand service
- Create and manage front desk schedules aligned with labor budgets and business forecasts
- Ensure proper coverage, shift accountability, and performance standards across all desk shifts
- Partner with leadership on recruiting, onboarding, training, performance feedback, and corrective action
- Ensure cash handling, financial controls, and audit procedures are followed consistently
- Monitor daily arrivals, departures, and room inventory; manage oversold situations and room-type constraints professionally
- Coordinate closely with Housekeeping and Engineering to ensure only clean, functional rooms are assigned at check-in
- Own gift shop operations, including product availability, pricing discipline, merchandising, and inventory controls
- Drive incremental revenue through visibility, associate engagement, and guest communication
- Monitor sales trends and partner with leadership to improve profitability
- Confidently communicate hotel services, amenities, and local recommendations to enhance the guest stay
- Work cross-functionally with all departments to ensure seamless operations and consistent guest messaging
Benefits
- Healthcare including Medical, Dental, and Vision Insurance
- HSA & FSA plans available!
- Dependent care FSA
- Identity Theft Protection Insurance
- Commuter benefits including transit & parking
- Pet Insurance
- PTO and Payroll Incentives for Annual Wellness Exams
- Employee Assistance Program
- Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services
- Paid Sick and Vacation Time
- Family Leave
- 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution
- Incentive based bonus program
- Free room nights at our hotels and employee discounts within your hotel brand
- Discounts for friends and family within your hotel brand
- Team Member recognition and bonus
- Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work
- Career Growth through our in-house training program with a path personalized to your desired goals
- Referral bonus program to ANY of our locations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
