ASSISTANT FRONT OFFICE MANAGER JOB DESCRIPTION

Front-desk errors, billing disputes, and unresolved guest complaints during peak periods translate directly into negative reviews and lost RevPAR recovery. The Assistant Front Office Manager steps in as the operational authority who prevents those gaps from becoming patterns. Overseeing agents, bell staff, concierge, and security across every shift, this role owns the full guest journey from pre-arrival room blocking through post-departure billing reconciliation. The standard is exacting: LQA compliance, upsell program execution, and night audit review all fall within scope.

As the Assistant Front Office Manager, you direct the daily operations of the hotel front office, ensuring room inventory is optimized, service standards are consistently met, and escalated guest issues are resolved before they affect satisfaction scores. The role reports to the Director of Front Office or Director of Rooms and spans all shifts, including weekends and night audit coverage, with authority to act as Manager on Duty in the Director's absence.

Career Impact: Managing upsell programs, RevPAR controls, and LQA-standard quality checks at this level builds the operational credibility that Director of Front Office roles require.

Business Impact: Every guest interaction this role influences, from VIP pre-arrival room inspection to checkout billing accuracy, determines whether a stay becomes a repeat booking or a negative review.

Growth Opportunity: The cross-functional exposure to revenue strategy, payroll processing, and security procedures accelerates the path toward a full Director of Rooms or Rooms Division Manager seat.

• Oversee all front office operations across every shift, including check-in, check-out, room assignment, and guest registration.
• Supervise, schedule, and evaluate front desk agents, concierge, bell staff, and security in accordance with productivity guidelines.
• Manage room inventory, group blocking, and late charge policies to optimize RevPAR and average daily rate performance.
• Coordinate VIP arrivals and departures, including pre-arrival room inspection, personalized service arrangement, and escort to room.
• Liaise with housekeeping, engineering, and sales and marketing to ensure consistent service standards across all guest-facing departments.
• Train, coach, and develop front office staff and supervisors, identifying skill gaps and overseeing implementation of improvement plans.
• Conduct night audit report reviews and compile daily occupancy, revenue, and cash-handling reconciliation records.
• Act as Manager on Duty during evenings, weekends, and in the Director's absence, with authority to resolve escalated guest complaints.

• Bachelor's degree in Hospitality Management, Tourism, or a related field, or equivalent work experience.
• 2 or more years of front office supervisory experience in a hotel environment, with exposure to revenue management or upsell programs.
• Demonstrated knowledge of front office financial procedures, including cashier operations, change floats, and master account administration.
• Strong verbal and written communication skills, with the ability to resolve conflicts calmly and professionally under pressure.
• Proven ability to lead, coach, and hold a team accountable across multiple shifts and service categories.
• Competency in scheduling, payroll processing support, and workforce planning within hotel productivity guidelines.
• Flexibility to work evenings, weekends, holidays, and overnight shifts as required by hotel operations.

• Experience in a 4- or 5-star international hotel, with familiarity with LQA standards or equivalent luxury service frameworks.
• Working knowledge of property management systems in a hotel front office environment.
• Proficiency in a second language, particularly in markets with significant international or non-English-speaking guest volume.
• Exposure to revenue strategy tools, including room upsell programs and RevPAR optimization reporting.

• RevPAR contribution from upsell program, measured against per-shift and monthly targets.
• Guest satisfaction score (GSS or equivalent) for front office touchpoints across all shifts supervised.
• Night audit error rate, reflecting billing and posting accuracy across the agent team.
• VIP pre-arrival room inspection completion rate, tracking adherence to pre-check-in standards.
• Staff scheduling adherence and overtime variance against departmental productivity guidelines.
• Typical tools: property management systems (commonly Opera or Fidelio); productivity suites (commonly Microsoft Office)

• Base Salary Range: $48,000 to $68,000 per year, depending on hotel tier and market
• Bonus: Annual performance bonus, typically 5% to 10% of base salary
• Equity: Not typically offered at this level in the hotel sector
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by property
• PTO: 10 to 15 days annually, plus public holidays; varies by employer
• Common Perks: Hotel stay discounts, F&B discounts, uniforms provided, shift meal allowance

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected under applicable federal, state, or local law. Background checks are required as a condition of employment. Reasonable accommodations will be provided to qualified individuals with disabilities upon request. Candidates must be legally authorized to work in the United States.

The Assistant Front Office Manager leads daily front office functions at the USC Hotel, overseeing Front Desk Agents, Security, revenue strategies, and upsell programs in support of the Director of Front Office. Collaborating with housekeeping, maintenance, and cross-functional teams, the role shapes guest satisfaction outcomes and departmental performance across both operational and supervisory dimensions.

Key Responsibilities

• Provide customer service to students, faculty, staff, and external customers.
• Ensure full customer satisfaction without unnecessarily referring customers to other staff members.
• Recruit, screen, hire, train, and directly supervise subordinate staff, student workers, volunteers, and interns.
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest services.
• Manage the front of house guest experience, including registration, billing, problem resolution, and departure.
• Respond to guest special requests, needs, and concerns to ensure optimal satisfaction and repeat business.
• Assign specific tasks to front desk agents relating to credit limits, missing registration information, and posting charges.
• Assist in maintaining room inventory to achieve optimal revenue while meeting guest expectations.
• Assist with revenue strategies and the implementation of programs to achieve room occupancy and average daily rate goals.
• Oversee daily departmental sales figures, manage cash handling, and balance cash to sales figures.
• Develop and implement security-related procedures, including office opening and closing routines and key controls.
• Assist the department manager in processing time cards and compiling, recording, and reporting information as requested.
• Assist with the planning and coordination of special departmental or university events.

Education & Experience

• Associate's Degree in a related field.
• Minimum 2 years of front office supervisory experience at a 3-, 4-, or 5-star hotel.
• Supervisory or lead experience in a related field.
• Strong written, verbal, and conflict resolution skills.
• Excellent interpersonal skills and ability to build rapport with employees at all levels.
• Required to work weekends, evening shifts, and night audit as needed.

Embedded within the front office department, the Assistant Front Office Manager oversees daily hotel operations while supervising the front office team to maximize occupancy and average room rate. Working closely with management, the role delivers service standard compliance and guest satisfaction outcomes across a 4- or 5-star hospitality environment.

Core Functions

• Oversee front office operations and handle administrative duties.
• Supervise the front office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
• Maintain service standards and enhance guest satisfaction.
• Handle guest inquiries, complaints, and emergency cases.
• Manage assigned projects to completion.
• Schedule, assign, and prioritize workloads.

Qualifications & Experience

• Degree or Diploma in Hospitality Management or a related discipline.
• Minimum 4 years of relevant experience, with at least 1 year in a managerial position.
• Experience in a 4- or 5-star hotel is an advantage.
• Mature, service-oriented, and detail-minded.
• Excellent interpersonal, leadership, crisis management, and problem-solving skills.
• Good command of spoken and written English and Chinese.

Reporting to the Front Office Manager, the Assistant Front Office Manager leads front desk agents and bell persons in delivering smooth check-in and check-out operations, including VIP services, online and phone reservations, and room assignment. Partnering with housekeeping and management, the role builds consistent guest satisfaction by anticipating needs and minimizing complaints across all touchpoints.

Primary Duties

• Answer and direct all calls in a professional and friendly manner, taking complete and accurate messages with the date and time.
• Manage online and phone reservations and confirm group reservations.
• Arrange personalized services for VIP guests and event attendees.
• Upsell additional facilities and services when appropriate.
• Perform all check-in and check-out tasks and register guests, collecting contact details, address, preferences, and dates of stay.
• Inform guests about payment methods and verify credit card data.
• Provide detailed information about available rooms, rates, amenities, and areas of interest in the surrounding area.
• Receive, log, and route incoming packages or deliveries for guests and hotel staff.
• Liaise with housekeeping and management to ensure all rooms are clean, tidy, and fully furnished to accommodate guest needs.
• Assist with maintaining a clean and tidy work area at all times.
• Address and report staff issues, and lead or assist in coaching staff members regarding issues.
• Attend all meetings and training sessions assigned by the Front Office Manager.

Skills & Qualifications

• Minimum 2 years of customer service and hotel experience, or experience in a similar role.
• Minimum 12 months of supervisory experience in a front office role.
• Prior cashiering experience preferred.
• Prior experience with hotel or reservations software.
• Prior computer experience required.
• Understanding of travel planning websites, including Expedia, Travelocity, and TripAdvisor.
• Strong interpersonal and organizational skills with the ability to remain calm and diffuse tense situations.
• Ability to address sensitive issues and incidents with discretion.
• Ability to resolve guest issues in a friendly and timely manner.
• Ability to compute basic mathematical calculations.
• Good command of English required.
• Knowledge of additional languages is a plus.

Sitting at the intersection of operational leadership and team development, the Assistant Front Office Manager supports the Director of Front Office in staffing, scheduling, payroll, and ambassador training across all front office sections. Operating across departments, the role builds employee engagement and service quality through structured communication, improvement planning, and adherence to safety and procedural standards.

Duties

• Assist the Director of Front Office in all aspects of the department and ensure service standards are followed.
• Provide support for reception, operator service, concierge, and guest services in daily operational duties.
• Ensure proper staffing and scheduling of all front office ambassadors in accordance with productivity guidelines.
• Assist with bi-weekly payroll.
• Participate in and lead the hotel upgrade program.
• Communicate pertinent information for each shift and area of operation through pre-shift logs, emails, and departmental meetings.
• Train front office ambassadors and supervisors in all front office aspects.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Follow up with any guest inconvenience and assist with resolution.
• Review processes and procedures, identify areas of opportunity, and put improvement plans in place.
• Work with the Director of Front Office on action plans to increase employee engagement.
• Follow all departmental policies, procedures, service standards, and safety policies.

Requirements

• Previous leadership experience in a similar role required.
• Minimum 1 year of front office management experience required.
• University or college degree in a related discipline preferred.
• Previous experience with a property management system required.
• Computer literacy in Microsoft Windows applications required.
• Strong interpersonal and problem-solving abilities.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

A key member of the front office team, the Assistant Front Office Manager owns guest check-in and check-out operations, roster preparation, and staff training while collaborating with the Front Office Manager on hiring and departmental goal achievement. Collaborating across housekeeping, finance, and operations, the role delivers consistent service standards and maintains knowledge of security and health and safety procedures throughout all shifts.

Functions

• Welcome, address, and check in and check out individual and group guests in accordance with established standards.
• Arrange special services requested by guests.
• Handle guest complaints and concerns successfully.
• Contact housekeeping for special requests, late checkouts, early departures, split reservations, out-of-service rooms, and room moves.
• Delegate tasks and give clear instructions to team members.
• Manage financial tasks, including change floats, no-shows, cashier duties, administration tasks, and master accounts.
• Prepare the monthly roster together with the Front Office Manager.
• Hire new employees and trainees together with the Front Office Manager.
• Train new employees on the job.
• Demonstrate knowledge of security and health and safety procedures.
• Participate in and motivate the team to achieve departmental goals and objectives.

Experience & Qualifications

• Adequate educational background, preferably from a hotel school.
• Minimum 2 years of industry experience as a Front Office Supervisor.
• Experience as an Assistant Manager is an advantage.
• Ability to motivate, inspire, and coach a team.
• Strong leadership skills and stress resistance.
• Proactive attitude with a sense of responsibility.
• Strong communication skills.
• Sufficient command of English required; Dutch is preferred.
• Working knowledge of Word and Excel.
• Knowledge of Opera PMS is an advantage.

Consistent five-star guest experiences depend on the Assistant Front Office Manager, who supports the Director of Front Office in maintaining service standards, resolving client queries and complaints, and ensuring memorable stays across all shifts. Based within a luxury hotel environment, the role leads by example in daily operations while collaborating with colleagues and management to uphold company policies at all times.

Accountabilities

• Oversee the day-to-day operations of the front office.
• Observe staff performance and provide constructive feedback.
• Work with hotel colleagues to maintain excellent service standards and ensure company policies and procedures are observed at all times.
• Assist other departments in a thoughtful manner when required.
• Empathetically listen to client queries and complaints and work with colleagues and management to find solutions.
• Ensure all guests have a memorable stay, and bid farewell to departing guests with a fond memory.

Position Requirements

• Previous experience in a managerial position within luxury hospitality.
• Ability to lead by example and desire to always deliver a five-star experience.
• Strong communication skills with efficiency and punctuality.
• Ability to work a flexible schedule, including weekends, holidays, and overnight shifts.
• Highly responsible and reliable.
• Warm, friendly personality with a smiling and positive demeanor.

As the Assistant Front Office Manager, this role leads front office operations, including daily reporting, guest feedback solicitation, and client entertainment in support of overall hotel performance. The front office team relies on this work to maintain revenue data accuracy, build strong client relationships, and deliver exceptional guest experiences within an international 5-star hotel environment.

Activities

• Ensure smooth daily operations and lead the team to maintain a high standard of service.
• Prepare reports, including room occupancy and revenue data.
• Solicit guest feedback to enhance hotel performance.
• Create an exceptional experience for all hotel guests.
• Entertain regular and potential clients as requested.

Knowledge Skills & Abilities

• Relevant experience with an international 5-star hotel group preferred.
• Fluency in written and spoken English and the local language.
• Friendly, helpful, and trustworthy leadership style.
• Detail-focused and guest-oriented with the ability to develop best-fit solutions.
• Ability to embrace challenges with a positive attitude.

Assistant Front Office Manager directs check-in, check-out, and VIP guest services while maximizing hotel revenue through room inventory control, group blocking, and upselling strategies. The work directly supports RevPAR goals, cross-departmental coordination, and the training and development of front office staff across all sections.

Operational Focus

• Direct front office operations, including check-in, check-out, and guest assistance, while ensuring compliance with all front office policies, procedures, and standards.
• Participate in the development, implementation, and review of front office policies, procedures, and standards.
• Select, train, develop, schedule, and manage the performance of direct subordinates to ensure efficient front office operations.
• Maximize hotel revenue by controlling room inventory, group blocking, packages, and the late charge policy to maximize RevPAR.
• Maintain high visibility during peak periods to promote good public relations, take corrective actions, and handle customer complaints.
• Greet VIP guests in the absence of the Director of Rooms or Front Office Manager, escort them to their rooms, and establish any special requests.
• Coordinate front office duties with executive office, housekeeping, sales and marketing, engineering, and security to ensure all guests receive friendly and caring service from arrival to departure.
• Identify training needs, plan training activities, and oversee their implementation for all front office sections.
• Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, and upcoming events, and brief direct subordinates accordingly.
• Accomplish administrative duties, including leading and attending meetings, writing reports and memos, and other job-related tasks.

Professional Experience

• Bachelor's Degree in Hospitality Management or an equivalent qualification in Administration or Tourism Management.
• Minimum 3 to 5 years of experience in a front office senior management position, preferably in a 5-star international hotel.
• Knowledge of cashier operations, hotel business operations, upselling techniques, and revenue-maximization strategies.
• Strong problem-solving and decision-making skills with an enthusiastic and pleasant personality.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
• Knowledge of Fidelio or Opera PMS.
• Good command of oral and written English at CET4 level or above.

The Assistant Front Office Manager delivers efficient hotel operations at The Carlton Tower Jumeirah, leading VIP arrivals, room inspections, and quality checks across all operational departments in alignment with LQA standards. Collaborating with housekeeping and reporting to the Director of Rooms or Hotel Manager, the role shapes the guest experience from arrival to departure within a world-class luxury hospitality environment.

Key Deliverables

• Assist with the smooth and efficient running of hotel operations and all related guest services, achieving maximum sales and guest satisfaction while adhering to required service standards.
• Ensure, through effective supervision, that all operational services function with the utmost efficiency, and report any shortcomings with recommended corrective action to the Director of Rooms or Hotel Manager.
• Meet and escort all arriving VIPs, ensure luggage is sent to rooms swiftly, check guests in courteously and efficiently, and escort them to their rooms without delay.
• Implement an efficient method for standard quality checks in all operational departments in accordance with LQA standards.
• Ensure all VIP rooms are checked before guest arrival.
• Conduct regular room inspections and liaise with housekeeping on any deviation from standard setups.

Required Qualifications

• Experience working in a world-class hospitality environment, ideally with a proven track record in 5-star luxury hotels.
• Passion for service and the ability to innovate.
• Ability to manage in a diverse luxury environment with a focus on guest experience.
• Excellent people management skills as a solution-focused leader.
• Strong organizational and time management skills with a high degree of flexibility.
• Commercially focused and self-motivated, with a readiness to drive continuous improvement.
• Outgoing, assertive, friendly, approachable, and professional personality.
• Excellent command of English.