Assistant Front Office Manager

Job Overview

The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of the Front Office department, including the Front Desk, Guest Service Centre, Concierge Desk, Guest Relations, and Night shifts. In the Manager's absence, this role assumes full responsibility for the front office and night teams, acting as a leadership example and driving service excellence throughout the team. Motivating staff and achieving departmental goals are key priorities.

Primary Duties

• Manage and direct daily operations of the reception and night teams to ensure the highest standards of guest satisfaction.
• Lead, influence, and inspire team members fostering trust, respect, and cooperation.
• Supervise all Front Office functions including Front Desk, Switchboard, Concierge, Guest Services, and Duty Management, stepping in as needed.
• Coordinate daily tasks to meet operational goals and maintain smooth workflows.
• Monitor and support progress towards guest service and front desk objectives, focusing on achieving balanced scorecard targets aligned with company vision.
• Effectively handle guest complaints, disputes, and conflicts, aiming to boost service quality and guest satisfaction.
• Collaborate with Front Office Manager to develop strategies for ongoing service improvement.
• Establish clear communication of goals and performance expectations to front office staff.
• Conduct regular performance reviews and set measurable targets to manage and enhance associate productivity.
• Oversee enforcement of Front Office policies, health and safety standards, credit and cash handling procedures.
• Manage payroll processes, timesheets, and cost controls to optimize labor costs.
• Provide coaching, training, and development opportunities to reception team members to improve effectiveness and service delivery.
• Participate in relevant meetings and communicate important operational updates to staff.
• Operate reservation systems to manage bookings and monitor occupancy.
• Ensure revenue maximization via upselling and occupancy optimization techniques.
• Support security standards compliance and maintain accurate accounting during shifts.
• Act in place of the Front Office Manager during their absence.

Experience and Qualifications

• At least 1 year of supervisory experience in a hotel of similar size.
• Essential previous experience in hotel front office or a closely related function.
• Preferably holds a recognized business-related qualification such as NVQ or BTEC.

Skills and Competencies

• Strong organizational and decision-making abilities with a confident, proactive attitude.
• Accountability for personal and team performance.
• Effective communication skills, including verbal, listening, and writing proficiency.
• Ability to work independently as well as part of a team.
• Customer-oriented mindset with effective problem-solving and influencing skills.
• Technical proficiency in Opera, Marsha, Givex hotel systems, and Microsoft Office applications including Word, Excel, and PowerPoint.

Additional Notes

• Flexible working hours generally totaling at least 40 hours per week.
• Compliance with Marriott International Regional Office policies and procedures is mandatory.