Assistant Director of Front Office

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Description

Position Summary

The Assistant Director of Front Office plays a key leadership role in supporting the Director of Front Office in overseeing all front office operations to ensure exceptional guest service, operational efficiency, and team performance. This position assists in managing daily operations of the front desk, concierge, bell services, and guest services, while ensuring policies, procedures, and brand standards are consistently upheld. The Assistant Director of Front Office is instrumental in driving guest satisfaction, coaching team members, and maintaining a high level of professionalism and service excellence throughout the department.

Essential Duties & Responsibilities

Leadership & Management

• Assist the Director of Front Office in managing and supervising all front office team members, including front desk agents, guest service agents, bell staff, and concierge.
• Provide daily leadership, guidance, and support to the front office team to ensure smooth and efficient operations.
• Assist with recruitment, onboarding, training, scheduling, and performance management of front office staff.
• Conduct regular coaching, counseling, and performance evaluations to develop team members and maintain high standards.
• Lead by example in delivering exceptional guest service and maintaining a positive, professional work environment.
  
  

Guest Experience & Service Excellence

• Ensure all guests receive a warm, professional, and personalized arrival and departure experience.
• Proactively engage with guests to anticipate needs, resolve concerns, and enhance overall satisfaction.
• Handle escalated guest complaints and service recovery situations with professionalism and discretion.
• Monitor guest feedback, reviews, and satisfaction scores; implement corrective actions as needed.
• Ensure VIPs, repeat guests, and special requests are properly recognized and handled.
  
  

Operations & Daily Oversight

• Assist in overseeing daily front office operations, including check-in/check-out procedures, room assignments, and guest requests.
• Ensure accurate room status, availability, and inventory management in coordination with housekeeping and reservations.
• Support the development and enforcement of standard operating procedures and brand standards.
• Assist with preparing daily reports, shift reports, and operational summaries.
• Ensure cash handling procedures, billing accuracy, and financial controls are followed at all times.
  
  

Collaboration & Communication

• Act as a liaison between Front Office and other departments including Housekeeping, Engineering, Reservations, Sales, and Food & Beverage.
• Participate in daily operations meetings and communicate key information to the front office team.
• Support group arrivals, VIP programs, and special events to ensure seamless coordination and execution.
  
  

Scheduling & Payroll

• Assist in creating and managing staff schedules to ensure proper coverage based on business levels.
• Monitor labor costs and productivity in line with budgeted guidelines.
• Review timekeeping records and assist with payroll processing as needed.
  
  

Training & Development

• Assist in developing and delivering training programs for new hires and existing team members.
• Ensure all front office team members are knowledgeable in systems, policies, procedures, and service standards.
• Promote continuous improvement and professional development within the department.
  
  

Compliance & Safety

• Ensure compliance with all company policies, brand standards, safety regulations, and labor laws.
• Promote a safe working environment and ensure adherence to health and safety procedures.
• Assist in emergency procedures and act as a leader during incidents or evacuations.
• Other duties as assigned.
  
  

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 3–5 years of progressive experience in front office or rooms division operations.
• Previous supervisory or management experience required.
• Strong knowledge of property management systems (PMS), front office procedures, and guest service standards.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to remain calm and professional in high-pressure situations.
• Flexible availability, including nights, weekends, and holidays.
  
  

Physical Requirements

• Ability to stand and walk for extended periods of time throughout the shift while overseeing front desk and guest service areas.
• Ability to move throughout the property, including guest rooms, public spaces, and back-of-house areas, to support operations and team members.
• Must be able to lift, carry, push, and pull up to 25 lbs as needed (e.g., assisting with guest items, office supplies, or operational materials).
• Ability to bend, stoop, kneel, reach, and climb stairs as required in the performance of duties.
• Manual dexterity and visual acuity to operate computers, telephones, printers, and other standard office equipment.
• Ability to work in a fast-paced, high-energy environment while maintaining professionalism and focus.
• Ability to work extended hours, evenings, weekends, and holidays as operational needs require.