Assistant Front Office Manager

An Assistant Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

What will I be doing?

As an Assistant Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Oversee the entire Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Set departmental objectives, work schedules, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary

Assistant Front Office Manager serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• A degree or diploma in Hotel Management or equivalent
• A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector
• High level of IT proficiency
• High level of commercial awareness and sales capabilities
• Experience of managing people and developing people
• Previous experience of managing a department and Profit and Loss account
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

Assistant Front Office Manager (AFOM) – Desired Attributes & Competencies Leadership & Supervisory Experience

Proven experience supervising a front office or guest services team

• Demonstrated ability to lead by example — hands-on when needed, stepping into operational tasks, and also empowering the team.
• Conflict resolution skills: ability to coach, mentor, and, when necessary, manage performance issues in alignment with company policies.
• Capability to act as “manager on duty” — taking responsibility for front office operations in the absence of the Front Office Manager.
• Guest Service & Customer Focus
• Deep commitment to guest satisfaction: ability to monitor guest feedback, identify service trends, and drive continuous improvement.
• Strong emotional intelligence: recognizing and appropriately responding to VIP and regular guests, ensuring personalized service.
• Sales mindset: ability to up-sell rooms, services, and amenities to maximize revenue and occupancy.
• Operational & Financial Acumen
• Understanding of front office systems and property management systems (PEP), including check-in/check-out processes, billing, and credit control.
• Budgeting and planning: supporting the Front Office Manager in setting departmental objectives, schedules, and budgets.
• Analytical mindset: ability to interpret guest satisfaction data, forecast staffing needs, and make operational adjustments.
• Team Development & Training
• Recruiting & onboarding: helping to hire, train, and develop front office staff so that they understand brand standards, hotel products, and policies.
• Ongoing coaching: ensuring team members stay current on hotel services, pricing, policies, and local area knowledge.
• Building teamwork: fostering open communication, holding regular meetings (e.g., monthly, high level, and weekly with Reservations Coordinator), and producing communication minutes.
• Communication & Interpersonal Skills
• Excellent verbal and written communication: to communicate with guests, internal teams (housekeeping, sales, engineering), and senior leadership.
• Interpersonal influence: able to motivate and influence staff, create trust, and encourage cooperation.
• Professional presence: high standards of personal grooming, appearance, and professionalism, reflecting Hilton brand image.
• Resilience & Accountability
• Resilient under pressure: ability to manage stressful situations (e.g., high occupancy, guest complaints) while remaining calm and effective.
• Accountability: owning operational outcomes, taking responsibility for mistakes, and proactively driving solutions.
• Flexibility: willingness to respond to varying work situations (e.g., peak check-in times, staffing gaps).
• Commercial & IT Savvy
• Commercial awareness: understanding revenue drivers, how front office impacts sales, and maximizing room revenue.
• High level of IT proficiency: ability to use front office software, reporting tools, and possibly revenue-management dashboards.
• Integrity & Ethical Standards
• High ethical standards regarding cash handling, guest data, and security.
• Trustworthiness in managing keys, credit transactions, and sensitive guest information.
• Commitment to brand standards, policies, and procedures — ensuring compliance and consistency.
• Strategic & Continuous Improvement Mindset
• Strategic thinking: ability to assist in setting long-term goals for the front office team (guest satisfaction, staff development, revenue).
• Process improvement actively seeks ways to streamline front office operations, reduce bottlenecks, and improve efficiency.
• Cultural & Brand Alignment
• Alignment with Hilton’s values and culture: putting the guest and team members at the center of operations.
• Brand ambassador: represents Hilton’s service philosophy, promotes loyalty programs, and upholds brand integrity.
• Commitment to diversity, inclusion, and respect across all team interactions.

Why These Attributes Matter (in a Hilton Context)

• Guest experience is king: Hilton’s reputation relies on consistent, high-quality guest interaction. The AFOM needs to embody and reinforce that standard.
• Revenue optimization: Beyond service, the AFOM plays a role in revenue through upselling and helping to manage occupancy.
• Team leadership & succession: AFOM is often a stepping stone to FOM or other leadership roles — so developing leadership skills in this role is strategic.

Operational continuity: When the FOM is not available, AFOM often steps in — so they must be capable of decision-making and managing day-to-day front office operations

What are we looking for?

Since being founded in 1919, Hilton Worldwide has been a leader in the hospitality industry. Today, Hilton Worldwide remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these values:

• H – Hospitality: We’re passionate about delivering exceptional guest experiences.
• I – Integrity: We do the right thing, all the time.
• L – Leadership: We’re leaders in our industry and in our communities.
• T – Teamwork: We’re team players in everything we do.
• O – Ownership: We’re the owners of our actions and decisions.
• N – Now: We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of key attributes in our Team Members including living the values, quality, productivity, dependability, customer focus, teamwork, and adaptability.

What benefits will I receive?

Your benefits will include a competitive starting salary and, depending upon eligibility, a vacation or Paid Time Off (PTO) benefit. You will have access to our unique benefits such as the Team Member and Family Travel program, which provides reduced hotel room rates at many of our hotels for you and your family, plus discounts on products and services offered by Hilton Worldwide and its partners. After 90 days you may enroll in Hilton World wide’s Health and Welfare benefit plans, depending on eligibility. Hilton Worldwide also offers eligible team members a 401K Savings Plan, as well as Employee Assistance and Educational Assistance programs. We look forward to reviewing with you the specific benefits you would receive as a Hilton Worldwide Team member. The above information is provided as a highlight of the major benefits offered to most full-time team members in the United States. All benefits listed may not be offered at all locations. This is not a summary plan description or official plan document.

Job Type: Full-time

Pay: $42,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location: In person

Salary : $42,000 - $45,000