Assistant Front Office Manager

The Assistant Front Office Manager plays a critical leadership role within the Rooms Division, overseeing Front Desk operations and ensuring exceptional guest experiences at every stage of the stay. This position requires strong operational knowledge, leadership capability, financial awareness, and the ability to respond to a wide variety of guest requests by accurately assessing needs and delivering personalized solutions.

The ideal candidate demonstrates confidence, professionalism, and a proactive leadership style while maintaining the highest standards of luxury hospitality.

Key Responsibilities

Front Desk Leadership & Operations

• Oversee daily Front Desk operations to ensure smooth arrivals, departures, and guest interactions.

• Monitor and manage the arrival and departure experience of VIP and Elite guests.

• Review daily arrivals and departures, ensuring proper handling of Special Attention Guests, return guests, and groups.

• Escort VIP guests when required and ensure personalized service delivery.

• Schedule Front Desk Supervisors and Receptionists to provide maximum guest service within budgeted guidelines.

• Train, mentor, and supervise the Front Desk team to maintain Four Seasons standards.

• Conduct performance evaluations and provide coaching, corrective action, and disciplinary measures when necessary.

• Ensure smooth communication between day, evening, and overnight shifts with proper follow-up on guest requests and issues.

• Supervise the Front Desk team during overnight shifts and act as the direct leader during night operations when required.

Guest Experience & Service Excellence

• Respond to guest complaints and service requests with professionalism, urgency, and discretion.

• Accurately assess guest needs and add personalized touches to maximize satisfaction.

• Handle guest relocations according to established procedures.

• Review VIP emails, calls, and special requests to ensure seamless experiences.

• Coordinate closely with Concierge, Bell Staff, Valet, Reservations, and PBX to ensure efficient service delivery.

• Personally check guests in and out when needed, ensuring correct room type, rate, billing accuracy, and overall satisfaction.

• Follow up on wake-up calls, early departures, and late arrivals for smooth guest transitions.

• Tour the hotel regularly to monitor service standards across departments.

Revenue & Financial Oversight

• Control room rate availability on high occupancy or full house nights to maximize revenue while protecting guaranteed reservations.

• Maintain communication with nearby hotels during blackout dates or sell-out situations.

• Ensure all credit procedures are followed at the Front Office.

• Review high balance reports and follow up with Accounting on outstanding credit issues.

• Audit Paid Outs, Rebates, Petty Cash disbursements, Direct Billings, and related financial transactions.

• Check cashier reconciliations at the end of shifts to ensure accuracy and proper approvals.

• Resolve billing discrepancies, room discrepancies, and financial inconsistencies promptly.

• Utilize Opera and other hotel systems to monitor reports, night audit activities, and room blocking.

Safety, Security & Emergency Response

• Take immediate action in matters related to guest and employee safety without requiring special direction.

• Act in the absence of senior management on matters of safety, security, and well-being.

• Respond effectively to emergency situations in accordance with established procedures.

• Work closely with Security to handle guest emergencies or safety concerns.

Rooms & Housekeeping Coordination

• Inspect guest rooms during shifts and create maintenance requests through HotSOS when needed.

• Complete evening Housekeeping reports and follow up on discrepancies.

• Ensure room status discrepancies are resolved promptly.

• Coordinate closely with Housekeeping and Engineering to maintain room readiness and quality standards.

Cross-Department Collaboration

• Coordinate with Sales, Catering, and Reservations regarding arrivals, billing requirements, extensions, and cancellations.

• Assist PBX, Reservations, Valet Parking, Concierge, and Bell Staff during peak periods.

• Liaise with People & Culture (HR) regarding staff facility standards and employee matters.

• Monitor staff areas such as locker rooms and staff dining to ensure Four Seasons standards are upheld.

• Work harmoniously and professionally with co-workers and supervisors across all departments.

What You Bring

• Minimum 2–3 years of experience in a similar leadership role within a luxury hotel brand.

• Strong understanding of Rooms Division operations, including Front Desk, Night Audit, and Housekeeping coordination.

• Confident leadership presence with a proactive, solution-oriented mindset.

• Excellent interpersonal and communication skills.

• Professional fluency in English (spoken and written).

• Ability to multitask and make sound decisions in a fast-paced environment.

• Strong financial awareness related to Front Office procedures and revenue management.

• Proficiency in Opera PMS and related hotel systems.

What We Offer

At Four Seasons, we believe that supporting our employees enables them to create exceptional guest experiences. We offer:

• Competitive salary and comprehensive benefits package

• Excellent training and professional development opportunities

• Complimentary stays at Four Seasons Hotels and Resorts worldwide

• Complimentary dry cleaning for employee uniforms

• Complimentary employee meals

• A culture built on respect, collaboration, and service excellence

Schedule & Hours

• Full-time position

• Flexible availability required, including evenings, weekends, and holidays