Assistant Front Office Manager

Job Description

The Assistant Front Office Manager supports the Front Office Manager in overseeing the day-to-day operations of the Front Office department, ensuring exceptional guest service, smooth operational flow, and efficient team performance. The role requires strong leadership, excellent communication skills, and the ability to solve problems quickly while maintaining brand standards.

Key Responsibilities

Guest Experience

• Ensure every guest receives a warm, professional, and personalized welcome.

• Handle VIP arrivals, special requests, and long-stay guests.

• Resolve guest complaints promptly and effectively, ensuring service recovery is delivered.

• Monitor guest satisfaction scores and implement action plans to improve performance.

• Ensure all guest interactions follow the hotel’s service standards.

Operational Management

• Supervise daily Front Office operations, including Reception, Guest Relations, Concierge, Bell Desk, and Reservations support.

• Oversee check-in and check-out processes to ensure accuracy, efficiency, and smooth flow.

• Ensure proper staffing levels, scheduling, and team deployment during peak hours.

• Review daily arrival reports, room allocations, and VIP lists.

• Monitor cash handling, billing procedures, and compliance with hotel financial policies.

• Coordinate with Housekeeping, Engineering, and Security for seamless operations.

Team Leadership

• Assist in training, coaching, and developing Front Office associates.

• Conduct briefings, performance evaluations, and on-the-job mentoring.

• Support team motivation and maintain a positive work environment.

• Ensure compliance with grooming standards, SOPs, and safety procedures.

Administration & Reporting

• Prepare daily, weekly, and monthly Front Office reports.

• Monitor departmental expenses and contribute to budget planning.

• Support Front Office Manager in implementing new systems, procedures, and improvement plans.

• Ensure compliance with brand standards and internal audit requirements.

Skills & Qualifications

• Minimum 2–3 years of Front Office supervisory experience (e.g., Duty Manager / Front Desk Supervisor).

• Strong knowledge of hotel PMS (Opera, Protel, or similar).

• Excellent communication and guest-handling skills.

• Ability to lead teams and make effective decisions under pressure.

• High level of professionalism, problem-solving ability, and attention to detail.

• Fluency in English; knowledge of Arabic or other languages is an advantage.

• Previous experience in a 4–5 star hotel environment is preferred.

Key Competencies

• Guest-centric approach

• Leadership and team coordination

• Decision-making under pressure

• Conflict resolution and service recovery

• Time management

• Multitasking capability

• Strong interpersonal skills