Assistant Front Office Manager

Primary Responsibilities

• Support the Assistant General Manager in overseeing daily Front Office operations.
• Lead, coach, and motivate Front Office team members to deliver exceptional guest service.
• Assist with scheduling, training, performance feedback, and team member development.
• Provide hands-on support at the Front Desk, particularly during peak arrival and departure periods.
• Ensure accurate and efficient check-in, check-out, reservation, payment, and billing processes.
• Respond to and resolve guest concerns related to their stay, room, service experience, charges, payments, and billing.
• Investigate billing discrepancies, explain charges clearly, and make appropriate corrections within established guidelines.
• Take ownership of guest concerns from initial contact through resolution, including timely follow-up.
• Make thoughtful service-recovery decisions that balance guest satisfaction with hotel policies and operational needs.
• Monitor guest feedback and identify solutions that improve the guest experience and prevent recurring concerns.
• Coordinate with Housekeeping, Maintenance, Reservations, Sales, Food and Beverage, and other departments to address guest needs.
• Review daily reports, room status, occupancy, arrivals, departures, special requests, and VIP guests.
• Assist with cash handling, credit procedures, room inventory, and Front Office controls.
• Ensure compliance with Hilton brand standards, hotel procedures, and safety and security requirements.
• Serve as Manager on Duty when assigned and respond to operational needs throughout the hotel.
• Support team recognition, engagement, and a positive, accountable workplace culture.
• Perform additional duties as assigned based on business needs.

Successful Candidates will have

• A genuinely welcoming and hospitality-focused approach.
• A solutions-oriented mindset and the ability to move challenges toward a timely resolution.
• Strong judgment and the confidence to make decisions in a fast-paced environment.
• The ability to remain professional, calm, and empathetic when handling sensitive guest concerns.
• Strong attention to detail, particularly when reviewing guest accounts, payments, and billing discrepancies.
• Clear and professional written and verbal communication skills.
• A leadership style that balances team support, coaching, and accountability.
• A strong sense of ownership and consistent follow-through.
• The ability to collaborate effectively across hotel departments.
• Flexibility and a willingness to provide hands-on support wherever needed.

Qualifications

• Previous hotel Front Desk or guest-service experience required.
• Previous supervisory or leadership experience preferred.
• Hilton and OnQ experience preferred.
• Experience resolving guest-service and billing concerns strongly preferred.
• Proficiency with hotel systems, email, and Microsoft Office applications.
• Ability to maintain confidentiality and exercise sound professional judgment.
• Must be available to work a flexible schedule based on hotel needs, including mornings, evenings, weekends, and holidays.
• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 25 pounds, with or without reasonable accommodation.