Assistant Front Office Manager

Job Overview

The Assistant Front Office Manager is an entry-level management role responsible for overseeing daily shift operations within the front office, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This position ensures both guest satisfaction and employee well-being while meeting operational budgets and supporting financial and administrative tasks.

Candidate Profile

Applicants should possess either a high school diploma or GED combined with at least two years of experience in guest services or a related field, or hold a two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline with no prior experience required.

Core Responsibilities

• Lead and support the Front Desk team by demonstrating effective communication, integrity, and interpersonal skills.
• Promote trust, respect, and teamwork among staff while acting as a role model for appropriate conduct.
• Handle day-to-day front office operations and step in during employee absences.
• Coach, mentor, and address employee inquiries and concerns.
• Manage daily Front Desk shift activities and set clear performance expectations.
• Oversee operational standards to meet customer expectations and departmental goals.
• Develop prioritized plans to organize work and enhance service quality.
• Resolve customer complaints, disputes, and conflicts professionally.
• Participate actively in departmental meetings, communicating goals and striving for continual service improvement.
• Supervise staffing to fulfill guest service requirements, operational needs, and financial targets.
• Train staff on credit policies to minimize bad debts and rebates, and supervise room revenue maximization procedures.
• Understand the financial implications of Front Desk performance on overall hotel objectives.
• Deliver exceptional customer service that exceeds expectations and encourages guest loyalty.
• Provide feedback and coaching to improve individual and team performance.
• Handle guest issues, escalating to supervisors as necessary, and engage with guests to gather feedback on services.
• Implement and maintain customer recognition and service programs, ensuring staff adherence.
• Manage supplies and uniforms to maintain operational standards.
• Support human resources activities including identifying training needs, coaching employees, and participating in performance appraisals.
• Communicate effectively with supervisors, colleagues, and subordinates through various channels.
• Analyze information to identify solutions and keep relevant parties updated promptly.
• Ensure compliance with loss prevention policies and familiarize with functions of Bell Staff, Switchboard, and Concierge.

About The Luxury Collection

The Luxury Collection Hotels & Resorts comprises over 120 distinctive properties across more than 35 countries, embodying authentic and memorable experiences rooted in rich heritage. With a history dating back to 1906, the portfolio celebrates diversity in culture and uniquely reflects each destination's character. Joining this team offers an opportunity to contribute to exceptional hospitality and be part of a diverse global workforce.

Diversity and Inclusion

The company is an equal opportunity employer committed to fostering an inclusive environment where diverse backgrounds and talents are valued. Non-discrimination policies apply regardless of disability, veteran status, or other protected categories.