Job Summary

The Assistant Front Office Manager supports the Front Office Manager in leading the front office team and managing daily operations. This role is responsible for maintaining high guest satisfaction, supervising staff, and ensuring efficient and profitable front desk activities. The AFOM often acts as the Manager on Duty during evenings and weekends, and serves as the acting Front Office Manager in their absence.

Key Responsibilities

Guest Services and Relations:
Oversee the entire guest experience, from check-in to check-out.
Address and resolve guest complaints, special requests, and issues in a timely and professional manner.
Ensure all front desk staff are providing exceptional customer service.
Coordinate VIP arrivals and special requests with other departments like housekeeping and food & beverage.

Team Management and Leadership:
Assist in hiring, training, and scheduling front desk staff, including front desk agents, concierges, and bell staff.
Provide coaching, guidance, and performance feedback to the team.
Conduct team briefings and meetings to communicate daily goals and important information.
Foster a positive and collaborative work environment.

Operational Oversight:
Supervise daily front office activities, including guest registration, room assignments, and billing.
Monitor room inventory and work with the revenue management team to optimize occupancy and average daily rate (ADR).
Ensure compliance with all hotel policies, procedures, and quality standards.
Oversee the ordering and maintenance of front office supplies and equipment.
Review daily reports and ensure accuracy in records and financial transactions.

Administrative and Financial Duties:
Assist with budget preparation and management for the front office department.
Handle cash and payment transactions, and ensure proper balancing of floats.
Perform administrative tasks as assigned by the Front Office Manager.
Help maintain accurate records and files.

Safety and Security:
Ensure all staff adhere to hotel security and safety procedures, including key control and emergency response protocols.
Act as a point of contact for guests and staff during emergencies.
Qualifications and Skills

Education and Experience:
Often requires a minimum of an associate’s degree in hospitality, hotel management, or a related field.
Typically requires two or more years of front office supervisory experience in a hotel setting.

Core Competencies:
Exceptional leadership and team management skills.
Strong written and verbal communication skills.
Excellent problem-solving and conflict-resolution abilities.
Detail-oriented and highly organized.
Proficient in hotel management software (e.g., Opera) and Microsoft Office Suite.
Ability to work in a fast-paced environment and handle multiple tasks.
A professional demeanor and a strong commitment to providing outstanding customer service.