Assistant Operations Manager, Front Office (The Laurus)

Job Summary:
We are seeking a service-driven and dynamic Assistant Operations Manager (Front Office) to join our team. This role is responsible for supporting the Operations Manager in overseeing Front Office operations, driving service excellence, operational efficiency, and team performance. You'll play a key role in leading and developing the Front Office team, ensuring consistent delivery of exceptional guest experiences, managing operational priorities, and implementing initiatives that enhance service standards and guest satisfaction. The Assistant Operations Manager serves as a key operational leader, partnering with internal stakeholders to deliver seamless and memorable experiences for all guests.

Key Responsibilities:
. Support the Operations Manager in overseeing the day-to-day operations of the Front Office department.

. Drive service excellence and ensure consistent delivery of exceptional guest experiences across all guest touchpoints.

. Monitor operational performance and service standards to ensure departmental goals and guest satisfaction targets are achieved.

. Manage and resolve complex guest situations, service recovery cases, and escalated concerns requiring managerial intervention.

. Support planning and coordination of arrivals, departures, VIP stays, special events, and high occupancy periods.

. Review room inventory, operational requirements, and resource allocation to ensure smooth hotel operations.

. Lead, coach and develop Hospitality Executives, Guest Experience Leads, and Guest Experience Specialists to achieve operational excellence.

. Conduct regular team briefings, coaching sessions and performance discussions to support team development.

. Assist with recruitment, onboarding and training initiatives within the Front Office department.

. Monitor guest feedback, service trends and operational challenges, and implement improvement initiatives where required.

. Collaborate with Housekeeping, Butler Services, Security, Engineering and other operational departments to ensure seamless service delivery.

. Support departmental scheduling, manpower planning and operational readiness.

. Ensure guest profiles, reservations, billing records and operational documentation are accurately maintained.

. Drive upselling initiatives and support departmental revenue opportunities.

. Assist with operational reporting, audit compliance, departmental projects and other duties assigned by management.

Requirements:
. Minimum Diploma in Hotels/Hospitality Management or equivalent.

. Minimum 3-5 years of experience in Front Office or guest services within the hospitality industry.

. Minimum 2 years of leadership experience in a Duty Manager, Front Office Supervisor, Assistant Front Office Manager or similar capacity.

. Strong knowledge of Front Office operations, guest relations and service recovery practices.

. Proven ability to lead, coach and develop teams in a fast-paced hospitality environment.

. Strong communication, interpersonal and stakeholder management skills.

. Ability to analyze operational challenges and implement effective solutions.

. Proficiency in Opera PMS or similar hotel management systems.

. Strong organizational skills, attention to detail and operational awareness.