Assistant Front Office Manager – Bay La Sun Hotel & Marina Makkah, KSA

The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of the Front Office department. This role ensures exceptional guest service, smooth coordination between teams, and consistent adherence to hotel standards. The AFOM acts as a key leader, supervising staff, handling guest concerns, and maximizing overall front office performance.

Key Responsibilities

Guest Service & Experience

• Assist in managing front office operations to ensure seamless guest check-in/check-out.

• Handle VIP arrivals, special requests, and guest complaints with professionalism.

• Ensure consistent delivery of brand service standards across all guest touchpoints.

• Monitor guest satisfaction scores and support initiatives to improve GSS results.

Team Leadership & Development

• Supervise and support front desk agents, guest relations, bell desk, and night team.

• Conduct on-the-job training, coaching sessions, and performance evaluations.

• Assist with scheduling, staffing needs, and managing team productivity.

• Lead daily briefings and communicate key updates to the team.

Operational Management

• Monitor room availability, occupancy, and coordinate closely with Housekeeping & Reservations.

• Ensure compliance with SOPs, brand standards, and internal hotel policies.

• Support the Night Audit team and review daily audit reports.

• Maintain accurate cash handling, billing processes, and financial controls at the front desk.

Administrative & Reporting

• Prepare and review daily reports, forecasts, and operational summaries.

• Assist in analyzing department performance and recommending improvements.

• Support recruitment, onboarding, and disciplinary processes when required.

Revenue & Upselling

• Encourage and monitor upselling initiatives at the front desk.

• Assist in managing rate strategies, room inventory, and revenue maximization.

• Ensure team adherence to upsell goals and incentive programs.

Skills & Competencies

• Strong leadership and interpersonal skills

• Excellent communication and guest engagement abilities

• Problem-solving and conflict-resolution skills

• Knowledge of PMS (Opera/Marsha/OnQ/Protel or similar)

• Organized, detail-oriented, and able to handle pressure

• Multilingual abilities are an advantage

Qualifications

• Degree or diploma in Hospitality Management preferred

• 3–5 years of Front Office experience, with at least 1–2 years in a supervisory role

• Experience in a 4 or 5-star hotel environment

• Strong understanding of hotel operations and guest service standards