Assistant Front Office Manager

Role overview

The Assistant Front Office Manager supports the Front Office Manager in running the front desk operation and supervising the team each day. This role covers Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position helps ensure smooth check-in and check-out processes while protecting guest satisfaction, employee engagement, and department performance.

Work setting

This is a full-time position based in Liberation Road, Airport City, Accra, Ghana. The role is onsite, not remote.

What you will do

You will help manage daily front office operations, guide staff, and keep service standards high. The role also involves handling guest concerns, supporting continuous improvement, and stepping in for the Front Office Manager when needed.

• Lead and support front desk associates through clear communication, example-setting, and sound judgment.
• Build trust, cooperation, and strong working relationships across the team.
• Oversee daily operations and be familiar enough with each position to cover duties when needed.
• Recognize employee performance consistently across all shifts.
• Maintain open and collaborative communication with team members.
• Track progress toward guest services and front desk targets and organize work to meet priorities.
• Address complaints, disputes, grievances, and conflicts in a professional way.
• Look for ways to raise service quality and improve departmental results.
• Work with the Front Office Manager on service improvement initiatives.
• Share clear updates on front office goals and expected outcomes.
• Support corrective action plans based on guest feedback and satisfaction data.
• Keep guest satisfaction central in team discussions and improvement efforts.
• Deliver service that goes beyond expectations to strengthen retention and satisfaction.
• Coach team members using feedback, guidance, and support when needed.
• Serve as a role model for appropriate guest-service behavior and hospitality standards.
• Encourage employees to provide excellent service and respond well to guest needs.
• Regularly interact with guests to gather feedback on service quality and overall experience.
• Give employees feedback based on observed service behaviors.
• Resolve guest issues and complaints effectively.
• Implement customer recognition and service programs and make sure the process is followed.
• Enforce Front Office policies, standards, and procedures.
• Monitor credit policy compliance to help reduce bad debts and rebates.
• Share information with supervisors and co-workers by phone, writing, email, or in person.
• Review information carefully and choose practical solutions to solve problems.
• Keep executives, peers, and subordinates informed in a timely manner.
• Act in the Front Office Manager’s place during absences.
• Pass on key information from pre- and post-convention meetings to the front office team.
• Attend department meetings.

Candidate profile

Marriott is looking for someone with either a secondary school background and relevant front office experience, or a hospitality/business degree with no prior work experience required.

Education and experience

• High school diploma or GED, plus 2 years of experience in guest services, front desk work, or a similar professional area; or
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field, with no work experience required.

Additional information

Job number: 26082565. Job category: Rooms & Guest Services Operations. Schedule: Full Time. Position type: Management. Located remotely: No.

Equal opportunity statement

Marriott International welcomes applicants from all backgrounds and provides equal opportunity to everyone. The company values diversity in culture, talent, and experience, and does not discriminate on the basis of disability, veteran status, or any other legally protected status.

Brand context

Marriott Hotels emphasizes innovative hospitality and a familiar guest experience across the world. JW Marriott is part of Marriott International’s luxury portfolio and focuses on associate well-being, development, recognition, and a collaborative work culture built around the JW Treatment™ philosophy.