Assistant Front Office Manager

Assistant Front Office Manager

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people's lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Our Guiding Principles:

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

The Assistant Front Office Manager supports the Front Office Manager in leading daily Front Office operations and delivering an exceptional guest experience. This role provides a consistent leadership presence, with a primary focus on PM and evening operations, while ensuring Front Desk standards, procedures, and service expectations are consistently maintained.

The Assistant Front Office Manager serves as an operational leader for the Front Desk team, providing real-time coaching, resolving guest concerns, supporting service recovery, and ensuring effective communication and handoffs between AM, PM, and overnight teams. This position works closely with Housekeeping, Engineering, Reservations, and other hotel departments to ensure seamless operations and memorable guest experiences.

Front Office Operations & Leadership

• Lead PM and evening Front Office operations, providing a consistent management presence during assigned shifts.
• Support the Front Office Manager with daily departmental operations, follow-up, and operational priorities.
• Supervise Front Desk activities, including guest check-in and checkout, reservations, billing, room assignments, upgrades, and guest requests.
• Monitor lobby activity, presentation, and overall guest experience to ensure hotel service standards are consistently maintained.
• Ensure effective communication and operational handoffs between AM, PM, and overnight teams.
• Assist with Manager on Duty (MOD) responsibilities as assigned.
• Coordinate with Housekeeping, Engineering, Reservations, Food & Beverage, and other departments to resolve operational issues and support a seamless guest experience.
• Support night audit and daily reconciliation procedures as needed and assist in identifying or resolving discrepancies.

Guest Experience & Service Recovery

• Serve as a point of escalation for guest concerns, complaints, and special requests.
• Handle service recovery promptly and professionally while identifying solutions that support guest satisfaction and hotel standards.
• Anticipate guest needs and ensure appropriate follow-through on requests, preferences, and special occasions.
• Monitor guest feedback and support initiatives designed to improve satisfaction, loyalty, and positive reviews.
• Ensure Front Office communication, including in-person, telephone, and digital interactions, reflects the hotel's service standards.

Team Leadership, Training & Accountability

• Lead, motivate, coach, and support Front Desk team members during assigned shifts.
• Provide real-time feedback and coaching to reinforce service and operational expectations.
• Support the training and onboarding of new Front Office team members.
• Assist with employee accountability and documentation in partnership with the Front Office Manager and People & Culture.
• Help reinforce departmental policies, procedures, attendance expectations, grooming standards, and service standards.
• Promote a positive, professional, and collaborative work environment.

Procedures, Systems & Administrative Support

• Monitor adherence to Front Office procedures, including:
• Check-in and checkout processes
• Payment collection and authorization
• Reservation notes and guest profiles
• Folio accuracy and distribution
• Guest communication and follow-up
• Room upgrades and upgrade follow-through
• Billing and transaction accuracy
• Maintain accurate guest, reservation, billing, and communication records.
• Support the proper and consistent use of Front Office systems, including HMS Infor, Canary, Revinate, HotSOS, and Workday.
• Assist with departmental reporting, shift documentation, communication logs, and operational follow-up.
• Ensure compliance with hotel emergency procedures, safety protocols, security standards, and applicable policies.

Qualifications & Experience

• Previous experience in Front Office, Front Desk, Guest Services, or hotel operations required; previous supervisory or leadership experience strongly preferred.
• Experience working in a luxury, full-service, resort, or upscale hotel environment preferred.
• Strong knowledge of Front Office operations, reservations, billing, guest relations, and service recovery.
• Experience with hotel property management systems required; experience with HMS Infor or similar PMS platforms preferred.
• Familiarity with systems such as Canary, Revinate, HotSOS, and Workday is a plus.
• Demonstrated ability to lead and coach employees in a fast-paced hospitality environment.
• Strong problem-solving skills with the ability to remain professional and composed when addressing guest or operational concerns.
• Excellent verbal and written communication skills with strong telephone and guest communication etiquette.
• Strong attention to detail, organization, and ability to manage multiple priorities simultaneously.
• Knowledge of hotel safety, security, and emergency procedures.
• Bilingual or multilingual abilities are preferred but not required.

Position Expectations

The ideal Assistant Front Office Manager is a hands-on leader who is highly visible during their shift and comfortable balancing guest service, team leadership, and operational accountability. This individual should be able to make sound decisions independently, support the Front Office Manager's priorities, and ensure the Front Desk operates smoothly and consistently—particularly during PM and evening operations.

Success in this role requires a genuine passion for hospitality, strong leadership instincts, attention to detail, and a commitment to creating exceptional experiences for both guests and team members.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.