What are the responsibilities and job description for the Assistant Front Office Manager position at Sheraton Hotel?
Scope of Position
The Assistant Front Office Manager supports the effective operation of the front office, ensuring exceptional guest service and the smooth coordination of all front-of-house functions. This includes oversight of guest registration, concierge, bell, valet, telephone operations, and night audit activities. The role ensures adherence to hotel standards, supports team leadership, and helps maximize guest satisfaction and profitability.
Qualifications & Requirements
Education & Experience:
High school diploma or GED required.
College coursework in Hospitality Management or a related field preferred.
Previous experience in a guest service or front office role within a hotel environment is preferred.
Valid driver’s license and a clean driving record required.
Physical Requirements:
Ability to stand and walk for extended periods throughout the shift.
Must be able to lift, carry, push, or pull up to 50 lbs occasionally and up to 20 lbs frequently.
Availability to work evenings, weekends, and holidays as needed.
Core Competencies:
Clear and confident communication skills.
Strong decision-making and problem-solving abilities.
Ability to stay composed and efficient under pressure.
Skilled at coaching, training, and motivating staff.
Competent in handling guest concerns and delivering effective resolutions.
Comfortable working with financial data, reports, and scheduling tools.
Ability to multi-task and prioritize in a dynamic environment.
Key Responsibilities
Guest & Service Excellence:
Ensure all guests are greeted and assisted in a courteous, professional, and timely manner.
Respond to guest concerns or requests promptly and follow up to ensure satisfaction.
Maintain a strong presence in the lobby and front office to support team members and welcome guests.
Act as Manager on Duty as scheduled.
Team Leadership & Development:
Assist in hiring, training, scheduling, and supervising all front office team members.
Conduct regular performance evaluations and provide coaching and feedback.
Lead by example and promote a culture of hospitality, teamwork, and accountability.
Ensure team compliance with appearance, grooming, and uniform standards.
Operational Oversight:
Oversee guest check-in/check-out processes, room assignments, and billing procedures.
Confirm payment methods, maintain key control, and ensure accuracy of guest folios.
Monitor staffing levels and labor costs to align with budgetary goals.
Enforce adherence to hotel safety, security, cash handling, and accounting procedures.
Maintain accurate departmental logs and records (e.g., pass-on logs, incident reports, vehicle logs).
Oversee valet and hotel vehicle maintenance procedures and reporting.
Communication & Coordination:
Ensure clear communication between front office, housekeeping, maintenance, and other departments.
Prepare and distribute reports including due outs, arrivals/departures, and VIPs.
Stay informed about local events and provide guests with accurate concierge-style recommendations.
Support a safe, clean, and organized lobby and front office space at all times.
Additional Responsibilities
Prepare and post weekly department schedules in accordance with staffing needs and business levels.
Conduct departmental training on service standards, emergency procedures, and guest engagement.
Ensure compliance with local, state, and federal laws including wage and hour, EEOC, and OSHA regulations.
Track and maintain inventory of uniforms and departmental equipment.
Attend all required meetings and complete other duties as assigned by management.