Assistant Front Office Manager- SpringHill Suites Times Square

Job Description

Job Description

Assistant Front Office Manager

SUMMARY: The Assistant Front Office Manager supports the Front Office Manager in the daily leadership and operation of the Front Office department, including Guest Service Agents and Night Auditors. This role assists in ensuring a seamless guest experience from arrival through departure, helps drive team performance and brand compliance, and supports the accuracy of the hotel's daily financial operations, assuming full leadership of the department in the Front Office Manager's absence.

RESPONSIBILITIES:

Leadership & Team Support

• Assist the Front Office Manager in supervising and coaching Front Office staff, including Guest Service Agents and Night Auditors.
• Support recruiting, interviewing, and training of Front Office associates in partnership with the Front Office Manager and People & Culture team.
• Assist with performance evaluations and provide day-to-day coaching and feedback to associates.
• Lead pre-shift meetings and department meetings in the Front Office Manager's absence to communicate goals, brand updates, and property priorities.
• Support a positive, service-driven team culture that encourages associate engagement and retention.
• Assume full leadership of the Front Office department in the absence of the Front Office Manager.

Guest Relations & Service Excellence

• Ensure consistent delivery of exceptional guest service across all Front Office touchpoints, from arrival through departure.
• Engage with guests directly, resolve guest complaints and service recovery situations, and follow up to ensure satisfaction.
• Assist in monitoring guest satisfaction scores (e.g., brand voice-of-guest surveys, online reviews) and support action plans to address trends.
• Serve as Manager on Duty (MOD) on a rotating basis, including evenings, weekends, and holidays as business needs require.
• Ensure VIP, loyalty member, and special-occasion guests receive appropriate recognition and amenities per brand standards.

Front Office Operations

• Support daily Front Desk and Night Audit operations to ensure smooth, accurate, and efficient service delivery.
• Proficient in the hotel's property management system (PMS) and all interfacing hotel systems; assist associates with system-related questions.
• Assist in retrieving, reviewing, and distributing daily and period-end reports (e.g., STAR Report, occupancy forecasts, arrivals/departures).
• Assist in developing and posting the weekly work schedule for Front Desk employees in line with labor budgets and occupancy forecasts.
• Coordinate room assignments and blocking with Housekeeping and Sales to support group, VIP, and special-request needs.
• Assist in preparing and distributing function sheets and relevant Front Office updates at the weekly Management Meeting.

Financial & Administrative Support

• Assist in reconciling the daily cash log and Night Audit reports; help investigate and resolve discrepancies promptly.
• Support Accounts Payable processes for the Front Office department, ensuring invoices are submitted for timely payment.
• Assist with Accounts Receivable and Direct Bill account monitoring; support weekly audits with the Front Office Manager.
• Assist with the daily transmittal of cash and checks to the bank; maintain accountability for assigned house bank funds and cash-handling procedures.
• Able to perform Night Auditor duties and balance the hotel's books as needed.
• Support the Front Office Manager with budgeting, labor cost management, and monthly forecasting for the department.

Training & Brand Compliance

• Assist Front Desk Associates in the use of the property's Training Program; support new hires in completing required onboarding and certification.
• Support Front Office compliance with brand standards and assist in preparing the department for brand Quality Assurance/Guest Service Score audits.
• Maintain up-to-date knowledge of brand initiatives, loyalty programs, and system updates.
• Ensure all associates follow the rules and policies found in the M&R Employee Handbook.

Safety, Security & Compliance

• Follow all hotel security protocols, including key issuance procedures, guest verification, and restricted area access.
• Maintain thorough knowledge of hotel emergency procedures; assist in training Front Office employees to respond calmly and effectively in the event of an emergency or accident.
• Assist in maintaining the property's key control program and support the security needs of the property and guests.
• Report safety hazards, suspicious activity, and maintenance issues to the Front Office Manager and Engineering promptly.
• Serve as a member of the property's emergency response and crisis management team.

Communication

• Communicate with the Front Office Manager on a daily basis regarding operations, guest issues, and department performance.
• Inform the Front Office Manager of potential problems with guests and the progress of special projects.
• Support departmental communication and information systems through the use of communication logs, department meetings, and hotel meetings.
• Maintain clear, continuous communication with Housekeeping, Maintenance, Sales, and other departments to fulfill guest and operational needs efficiently.

Qualifications

• Minimum 1-2 years of hotel Front Office experience, including some lead or supervisory experience preferred; multi-brand experience a plus.
• Working knowledge of a major hotel PMS and general proficiency with hotel technology systems.
• Strong organizational and problem-solving skills with the ability to support a team and manage competing priorities.
• Good verbal and written communication skills; ability to interact professionally with guests, associates, and Corporate.
• High school diploma or equivalent required; college coursework in Hospitality Management or a related field preferred.

Physical Requirements

This role requires the ability to stand for extended periods (up to 8 hours per shift), lift and carry items up to 40 lbs, and work in a lobby environment with varying noise levels. The Assistant Front Office Manager must be able to work a flexible schedule, including evenings, weekends, and holidays, and be available to respond to the property outside of normal business hours as needed.

M&R Hotel Management is committed to equal employment opportunity. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation. Associates or applicants who require a reasonable accommodation should contact the People & Culture Department.

M&R Hotel Management participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.