Assistant Front Office Manager

Assistant Front Office ManagerJoin the team at M Social Sunnyvale, where we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.At Millennium, we are guided by our core values:Passion for Hospitality – Delivering meaningful and memorable guest experiencesEntrepreneurial – Taking ownership and acting with agilityInnovation & Progressive – Continuously improving how we operate and serveSolutions & Results Oriented – Staying adaptable and focused on resultsAbout the Role:As our Assistant Front Office Manager, you will support the Front Office Manager in leading the daily operations of the Front Office while creating exceptional guest experiences from arrival through departure. You will provide hands-on leadership across Front Desk, Guest Services, Night Audit, and Bell/Valet operations while supporting service excellence, operational efficiency, and team engagement.This is a highly visible, guest-facing leadership role. You will serve as a Manager on Duty when assigned, support the Front Office team during peak periods, and act as a key resource for guest concerns, operational challenges, and service recovery.This role is ideal for an emerging hospitality leader who is passionate about guest experience, enjoys developing others, and is ready to grow their leadership career in a fast-paced lifestyle hotel.Your Impact – Front Office LeadershipSupport the Front Office Manager with the daily leadership and operation of the Front Office departmentSupervise, coach, and support Front Desk Agents, Guest Services, Night Auditors, Bell Staff, and other Front Office team membersLead daily pre-shift meetings and communicate operational prioritiesProvide real-time coaching, feedback, and recognitionFoster a positive, collaborative, and guest-focused work environmentServe as Manager on Duty as assigned and provide leadership across the hotel during designated shiftsAssist with training, onboarding, and development of new Front Office team membersFront Office OperationsOversee check-in, check-out, guest services, cash handling, and daily Front Office proceduresSupport accurate room assignments, billing, guest profiles, and account managementMonitor arrivals, departures, occupancy, room inventory, and room availabilityCoordinate closely with Housekeeping on room readiness and priority roomsReview shift reports, traces, special requests, and operational handoffsSupport Night Audit processes and daily Front Office reconciliationMaintain consistent execution of brand standards and operating proceduresStep into Front Desk operations during high-volume periods as neededGuest Experience & Service RecoveryCreate personalized and memorable guest experiences throughout the guest journeyPersonally support VIP arrivals, group check-ins, special occasions, and high-profile guestsAnticipate guest needs and proactively identify opportunities to elevate the experienceRespond to guest concerns with professionalism, empathy, and a solutions-oriented approachTake ownership of service recovery and follow through on guest concernsMonitor guest feedback and identify recurring service opportunitiesSupport initiatives that strengthen guest satisfaction, loyalty, and online reputationFinancial & Business PerformanceSupport departmental revenue and profitability goalsAssist with scheduling, labor management, and Front Office productivityMonitor cash handling, deposits, adjustments, and financial proceduresSupport room upgrade and upselling initiativesReview operational reports and identify opportunities to improve performanceHelp maintain appropriate staffing levels based on occupancy and business demandTeam CollaborationPartner closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, Reservations, and Revenue ManagementCoordinate room readiness, VIP arrivals, group movements, and special requestsSupport group arrivals, meetings, special events, and hotel activationsCommunicate guest needs and operational priorities effectively across departmentsBuild strong working relationships that contribute to a seamless hotel experiencePeople LeadershipAssist with recruiting, interviewing, onboarding, and training Front Office team membersCoach team members on service standards, systems, and operational proceduresSupport performance conversations and corrective action processes in partnership with the Front Office Manager and Human ResourcesRecognize strong performance and encourage professional growthHelp create an engaging environment where team members feel connected and supportedSafety & ComplianceFollow company policies, safety procedures, and hotel standardsMaintain confidentiality and protect guest informationFollow PCI, cash handling, key control, and data privacy requirementsSupport emergency procedures and hotel safety initiativesRespond appropriately to guest and operational incidents and complete required documentationPassion for hospitality and creating exceptional guest experiencesStrong leadership and interpersonal skillsExcellent communication and problem-solving abilitiesStrong organizational and time management skillsAbility to make sound decisions and remain composed during challenging situationsHands-on leadership style with a willingness to support the operation wherever neededFlexibility to work mornings, evenings, overnight shifts, weekends, holidays, and varying schedules based on business needsLeadership RequirementsMinimum 2 to 3 years of Front Office experience in a hotel environment, including supervisory or leadership experienceProven ability to coach, motivate, and support Front Office teamsStrong guest relations, service recovery, and conflict resolution skillsExperience supporting scheduling, labor productivity, and daily departmental operationsAbility to serve as Manager on Duty and confidently make operational decisionsDemonstrated commitment to guest satisfaction and service excellenceTechnical / Role-Specific RequirementsStrong knowledge of hotel Front Office operations and guest service standardsExperience with hotel Property Management Systems, with Opera Cloud or similar PMS experience preferredKnowledge of reservations, room inventory, billing, payment processing, and guest account managementUnderstanding of Night Audit procedures and hotel accounting fundamentalsExperience with Microsoft Office Suite and hotel reporting systemsUnderstanding of room revenue, occupancy, upgrades, and Front Office upselling opportunitiesAbility to review operational reports and translate information into daily prioritiesExperience in a lifestyle, luxury, upscale, or full-service hotel preferredPrevious hotel opening or pre-opening experience preferredExperience with VIP arrivals, group movements, and high-volume Front Office operationsOpera Cloud experience strongly preferredBilingual abilities are a plusDemonstrated interest in growing into broader Front Office or Rooms leadership rolesPhysical RequirementsAbility to stand and walk for extended periods throughout the shiftOccasionally lift, carry, push, and pull up to 25 poundsAbility to move throughout all areas of the hotel as operational needs requireComfortable working in a fast-paced, guest-facing environmentEducationHigh school diploma or equivalent requiredBachelor's degree in Hospitality Management, Business Administration, or a related field preferred