Assistant Front Office Manager

QUALIFICATIONS & SKILLS:

• Diploma or degree in Hospitality or Hotel Management
• 35 years of front office experience, with at least 12 years in a supervisory capacity
• Proficiency in hotel PMS systems (e.g., Opera), POS, and Microsoft Office
• Strong understanding of front desk, reservations, concierge, and night audit functions
• Excellent communication and interpersonal skills

CORE COMPETENCIES:

• Excellent leadership and team supervision
• Strong guest service orientation with conflict resolution skills
• Ability to multitask and manage pressure calmly
• Organisational efficiency and attention to detail
• Strong verbal and written communication
• Professional appearance and conduct
• Sound judgment and initiative

GENERAL DUTIES & RESPONSIBILITES:
Operational Oversight

• Support and manage daily front office operations including reception, concierge, guest services, and switchboard.
• Ensure team adherence to SOPs and that check-in/check-out processes are efficient and accurate.
• Liaise with housekeeping and reservations to ensure room allocations, guest preferences, and special requests are fulfilled.
• Monitor lobby presence and actively support team members during peak times.

Guest Experience

• Engage with guests proactively to ensure satisfaction, resolve complaints, and exceed expectations.
• Manage VIP arrivals and coordinate special welcome amenities or services.
• Supervise handling of early arrivals, late checkouts, and overbooking situations.

Staff Supervision & Development

• Provide hands-on guidance, coaching, and feedback to front office staff.
• Assist in scheduling shifts, approving leave, and managing departmental rosters.
• Support onboarding and training of new team members in alignment with hotel service standards.
• Conduct regular team briefings to ensure service consistency and communication of updates.

Administrative Duties

• Oversee shift handovers and ensure all guest and operational issues are clearly communicated.
• Verify billing accuracy, room charges, and payment processing in collaboration with the night audit team.
• Monitor departmental supplies and equipment, initiating orders when necessary.
• Prepare daily reports for management review as delegated by the Front Office Manager.

CUSTOMER SPECIFIC RESPONSIBILITIES:

• Champion guest satisfaction across all touchpoints in the front office.
• Act as a point of escalation for complex guest complaints or service recoveries.
• Monitor guest feedback platforms and address concerns where appropriate in collaboration with the Front Office Manager.

PEOPLE SPECIFIC RESPONSIBILITIES:

• Foster a culture of professionalism, teamwork, and respect within the front office.
• Identify performance gaps and support ongoing training and development plans.
• Promote cross-training and collaboration between guest services, concierge, and night audit teams.

QUALITY SPECIFIC RESPONSIBILITIES:

• Ensure all procedures related to check-in, check-out, room allocations, and billing are followed precisely.
• Conduct regular quality checks at the front desk and monitor team grooming, uniform, and service presentation.
• Implement improvements based on guest feedback and internal audits.

FINANCE SPECIFIC RESPONSIBILITIES:

• Monitor cash handling procedures and ensure compliance with hotel financial protocols.
• Support the night audit and finance teams in daily revenue reconciliation when required.
• Ensure billing issues, disputed charges, and refunds are resolved accurately and in a timely manner.

FACILITIES:

• Identify and report maintenance or IT issues affecting the front office area or guest experience.
• Ensure the lobby and reception areas remain clean, well-presented, and guest-ready.
• Support operational readiness during emergencies or unplanned disruptions.

ADDITIONAL DUTIES:

• Represent the Front Office Manager during absences or days off.
• Collaborate with other department heads to ensure overall operational alignment.
• Perform any other reasonable tasks as delegated by senior management.

ADDITIONAL REQUIREMENTS:

• Flexibility to work shifts, including evenings, weekends, and holidays
• Immaculate grooming and presentation in line with luxury hospitality standards
• Physically able to stand for extended periods and manage a fast-paced environment
• Passion for hospitality and continuous service improvement