Assistant Front Office Manager

At OTH Hotels Resorts, our team is our number one asset. We strive to create a safe, positive, uplifting work environment for all and a culture that ignites a long-term career passion for hospitality and service. Our shared purpose is to be the Heart of Hospitality in the lives of our team members, guests, owners, partners, and communities.

Job Overview

The Assistant Front Office Manager supports the Front Office Manager in overseeing daily front desk operations to ensure exceptional guest service, efficient arrival and departure processes, and seamless coordination across hotel departments. This role assists in leading the front office team while maintaining high standards of service, accuracy, and operational performance.

This position operates in a fast-paced hotel front office environment requiring constant guest interaction and active oversight of reception, concierge, and guest services functions. The role involves extended periods of standing, coordination with housekeeping and other departments, and flexible scheduling including nights, weekends, and holidays. Success in this role requires strong leadership, attention to detail, and a consistent focus on delivering outstanding guest experiences.

Job Responsibilities

Operations Management

• Assist in managing daily front office operations, including reception, concierge, and guest services.
• Ensure efficient and accurate check-in and check-out procedures.
• Monitor room availability and coordinate with housekeeping on room status.
• Manage cash handling, billing, and audit procedures.
• Ensure consistent application of brand standards across front office operations.

Team Leadership

• Supervise front desk agents, night auditors, and guest service staff.
• Assist with hiring, training, scheduling, and performance evaluations.
• Provide coaching and support to maintain high service standards.
• Foster a positive, service-driven team culture.

Guest Experience

• Respond to guest inquiries, concerns, and complaints promptly and professionally.
• Handle escalated guest issues and ensure timely resolution.
• Ensure VIP arrivals, special requests, and loyalty program recognition are executed accurately.
• Maintain a strong focus on guest satisfaction and service excellence.

Revenue & Sales Support

• Promote upselling of rooms and hotel services.
• Support revenue management strategies by monitoring occupancy and rates.
• Ensure accurate reservations and room assignments.
• Assist in maximizing revenue opportunities at the front desk.

Administrative Duties

• Assist in preparing reports including occupancy, revenue, and guest feedback.
• Maintain accurate guest records and front office documentation.
• Support implementation of front office policies and procedures.
• Ensure accuracy in daily operational reporting.

Compliance & Safety

• Ensure adherence to hotel policies, brand standards, and legal regulations.
• Maintain guest confidentiality and security procedures.
• Assist with emergency response procedures and incident management.
• Support a safe and secure front office environment.

Job Requirements

Education: High school diploma or equivalent required; degree in Hospitality Management preferred.

Experience: 2–5 years of front office experience required, including supervisory experience in a hotel or resort environment.

Travel required: No travel required; position is fully property-based.

Physical Requirements

• Frequent standing throughout extended shifts at the front desk.
• Frequent walking, bending, and use of gross motor skills.
• Occasional lifting/carrying up to 25–50 lbs.
• Ability to work in a fast-paced, high-guest-contact environment.
• Flexible schedule, including nights, weekends, and holidays.

Skills and Abilities:

• Strong leadership and team coordination skills.
• Excellent customer service and guest engagement abilities.
• Strong problem-solving and conflict resolution skills.
• Ability to multitask in a fast-paced environment.
• High attention to detail and accuracy.
• Strong communication and interpersonal skills.
• Knowledge of property management systems (PMS).
• Revenue awareness and upselling capability.
• Ability to manage guest relations professionally under pressure.

Certifications: None required (hospitality certifications preferred).

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary.

We may use artificial intelligence (AI) tools to assist in evaluating applications, including screening and ranking candidates based on job-related qualifications. These tools support, but do not replace, human decision-making. All final hiring decisions are made by our recruitment team.