Assistant Front Office Manager

Job Description

Key Responsibilities

• Assist the Front Office Manager in the daily operation of the Front Office department.
• Supervise and support Reception operations, depending on the hotel structure.
• Ensure smooth check-in and check-out procedures.
• Handle guest complaints, requests, and service recovery professionally and promptly.
• Monitor guest satisfaction and proactively identify opportunities to improve the guest experience.
• Ensure accurate room allocation, reservations information, billing, and payment procedures.
• Monitor VIP arrivals, special occasions, repeat guests, and other special requests.
• Conduct daily briefings and communicate important operational information to the team.
• Coach, train, and motivate Front Office colleagues.
• Monitor colleagues' performance and ensure compliance with hotel standards.
• Coordinate closely with Housekeeping, Reservations, Finance, Engineering, and other departments.
• Assist with room inventory and availability management.
• Monitor Front Office cash handling and ensure proper financial procedures are followed.
• Prepare and review operational reports and shift handovers.
• Ensure adherence to Accor brand standards, SOPs, health & safety requirements, and security procedures.
• Act as the Manager on Duty when assigned.
• Assist the Rooms Division manager with scheduling, staffing, training, and departmental administration.
• Ensure the team consistently delivers the hotel's expected level of service.

Qualifications

• Ability to remain productive in a high-pressure environment
• Thorough knowledge of customer service, office management and basic bookkeeping procedures
• Proficiency in English (oral and written)
• Solid knowledge of MS Office, particularly Excel and Word
• Excellent communication and people skills
• Good organizational and multitasking abilities
• Problem-solving skills
• Good telephone skills
• Diplomacy and communication skills to handle any complaints and emergencies in a level-headed manner
• No fear of decision-making
• Sense of ownership and pride in your performance and its impact on company’s success
• Critical thinker and problem-solving skills
• Team player
• Customer-centric
• Knowledge of Opera, Resaweb sites

Additional Information

• Strong interpersonal and problem solving abilities
• Fluency in English , additional languages are a plus