What are the responsibilities and job description for the Assistant Front Office Manager position at Aloft by Marriott Memphis Downtown?
The Assistant Front Office Manager supports the Front Office Manager in overseeing daily front desk operations, guest services, lobby experience, and talent performance. This role ensures smooth check‑in/check‑out processes, high guest satisfaction, and consistent execution of Marriott brand standards. The AFOM acts as Manager‑on‑Duty in the absence of the Front Office Manager and plays a key role in training, coaching, and operational leadership.
AFOM will be responsible to ensure all front desk clerks are trained and scheduled to have all shifts covered. AFOM will also work regular scheduled shifts as needed.
Schedules available from 30 to 40 hours per week.
Front Desk & Guest Operations
- Supervise front desk agents, guest service representatives.
- Oversee check‑in/check‑out procedures, ensuring accuracy, efficiency, and brand‑standard execution.
- Manage room inventory and assignments; coordinate with housekeeping on room status and VIP arrivals.
- Review daily arrivals for VIPs, Bonvoy elites, special requests, and upgrade opportunities.
- Handle escalated guest complaints and service recovery with authority and professionalism.
- Train new front desk agents and supervisors on PMS operations, service standards, and complaint resolution.
- Build and manage weekly staffing schedules, balancing coverage with labor budgets and fill in the shift coverage when needed.
- Monitor front desk cash banks, credit card settlements, and resolve discrepancies
- Perform a Night Audit Report review and perform the necessary task for the verification.
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Expected hours: 30.0 – 40.0 per week
Benefits:
- Employee discount
- Health insurance
Experience:
- Hotel Front Desk: 2 years (Preferred)
Work Location: In person
Salary : $16 - $18