Assistant Front Office Manager

Role Overview

The Front Office Assistant Manager is responsible for assisting in the smooth operation and management of the Front Office department. The role ensures excellent guest service, efficient handling of check-in/check-out processes, staff supervision, and coordination with other departments to maintain the highest level of hospitality standards and guest satisfaction.

Key Responsibilities:

Guest Service & Operations

• Supervise and ensure smooth day-to-day operations of the front desk, concierge, and guest relations.
• Oversee guest check-in/check-out, room assignments, billing, and payment processing.
• Handle VIP guests, group arrivals, and special requests with personalized attention.
• Ensure prompt and courteous handling of guest inquiries, complaints, and feedback.
• Monitor room availability, occupancy, and ensure timely updates to reservations.

Team Supervision & Training

• Assist in managing and scheduling the Front Office team, including receptionists, bell staff, and guest relations executives.
• Conduct pre-shift briefings, communicate daily updates, and delegate responsibilities effectively.
• Train and develop staff on service standards, grooming, communication, and system operations.
• Motivate team members to maintain high performance and guest satisfaction levels.

Coordination & Communication

• Liaise with Housekeeping, Maintenance, and F&B departments for room readiness, guest requirements, and special requests.
• Coordinate with the Reservations and Sales teams to optimize occupancy and guest experience.
• Maintain clear and professional communication between shifts through reports and handovers.

Financial & Administrative Duties

• Support the Front Office Manager in managing budgets, forecasting, and revenue reports.
• Monitor cash handling, billing accuracy, and ensure proper audit trail for all transactions.
• Ensure compliance with resort/hotel policies, safety, and security protocols.
• Prepare daily, weekly, and monthly front office performance reports.

Guest Experience & Quality Control

• Monitor guest satisfaction scores and feedback platforms (TripAdvisor, Google, etc.) to identify areas for improvement.
• Implement guest experience initiatives and loyalty program promotions.
• Maintain high standards of service quality and operational efficiency across all front office functions.