The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of the Front Office, ensuring exceptional guest experiences aligned with the brand's service culture. This role plays a key part in leading the team, driving service excellence, and ensuring smooth and efficient operations across all front-facing touchpoints.
Key Responsibilities
Operations Management
- Support the day-to-day operations of the Front Office including Reception, Concierge, Guest Relations, and Telephone Services
- Ensure seamless guest check-in and check-out experiences with high service standards
- Monitor room inventory, availability, and coordinate closely with Housekeeping and Reservations
- Handle guest feedback, complaints, and service recovery promptly and professionally
- Ensure adherence to SOPs, brand standards, and compliance requirements
Guest Experience & Service Excellence
- Champion a guest-centric culture, ensuring memorable and personalized experiences
- Anticipate guest needs and proactively resolve service issues
- Maintain strong lobby presence during peak periods
- Drive guest satisfaction scores and online reputation
Team Leadership & Development
- Supervise, coach, and motivate Front Office team members
- Conduct daily briefings and ensure effective shift handovers
- Support recruitment, onboarding, and training of new team members
- Foster a positive, collaborative, and high-performance team environment
Administrative & Financial Oversight
- Assist in managing departmental budgets, cost control, and revenue optimisation
- Monitor cash handling, billing accuracy, and audit compliance
- Prepare reports on occupancy, guest feedback, and operational performance
- Ensure accurate scheduling and manpower planning in line with business needs
Health, Safety & Compliance
- Ensure compliance with safety, security, and emergency procedures
- Work closely with Security on incident management and guest safety
- Maintain confidentiality of guest and company information
Preferred Attributes (Lifestyle Brand Fit)
- Energetic, charismatic, and service-driven personality
- Strong understanding of lifestyle hospitality and guest engagement
- Ability to create vibrant, memorable guest experiences
How do I deliver this
- Tell it like itis- Authentic, honest, you mean it, sincere, true.
- Have fun and make friends - fun, energetic, whimsical, upbeat, wink, casual.
- I've got your back- Accountable, responsible, makes up forown promises, knows how to take ownership, follows - thru, dependable.
- Play to win - Original, cutting edge, new, outside the box open to new possibilities, different.
- Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.
