Assistant Front Office Manager

Position Summary

Our well-traveled hotel guests come to The Manner expecting a sophisticated environment, exceptional service, and thoughtfully curated experiences that make our hotel feel like their home away from home.

The Assistant Front Office Manager Relief plays a critical leadership role in supporting the daily operation of the Front Office while providing flexible management coverage across all shifts. This position serves as the operational backup for Front Office leadership, ensuring seamless guest experiences during vacations, leaves of absence, high-occupancy periods, overnight coverage, and other business needs.

The ideal candidate is a hands-on leader who thrives in a luxury environment, leads by example, and demonstrates operational excellence while fostering an engaging and service-driven culture.

Responsibilities

Operational Leadership

• Support the Front Office Manager with the day-to-day operation of the Front Office.
• Serve as the Manager on Duty for the Front Office during assigned shifts, including evenings, weekends, holidays, and overnight coverage when necessary.
• Provide leadership coverage during management vacations, leaves of absence, training, or staffing vacancies.
• Oversee all Front Desk operations, including arrivals, departures, room assignments, billing, guest requests, and service recovery.
• Ensure compliance with Hyatt, HHM Hotels, and The Manner standards, policies, and procedures.
• Monitor daily arrivals, departures, VIPs, special requests, and room inventory to maximize guest satisfaction.

Guest Experience

• Deliver personalized luxury service that exceeds guest expectations.
• Review guest profiles and ensure preferences, travel history, and special requests are updated in OPERA Cloud and Revinate.
• Coordinate pre-arrival planning for VIPs, repeat guests, and special occasions.
• Follow up with guests during their stay to ensure all requests have been fulfilled.
• Personally resolve guest concerns and service recovery opportunities with professionalism and urgency.
• Conduct post-departure follow-up with VIPs and guests requiring additional attention.

Team Leadership

• Supervise, coach, mentor, and develop Front Office associates.
• Lead daily shift briefings and communicate operational priorities.
• Ensure associates understand their responsibilities and performance expectations.
• Provide ongoing coaching and constructive feedback.
• Assist with recruiting, interviewing, onboarding, and training new associates.
• Maintain staffing coverage by proactively addressing schedule changes and shift coverage needs.
• Ensure associates follow all cash handling, security, safety, and operational procedures.

Operational Excellence

• Complete daily audits, reports, and reconciliation projects accurately and on time.
• Monitor labor productivity while maintaining service standards.
• Conduct regular inspections of the Front Office, lobby, and public areas.
• Ensure cleanliness, organization, and presentation standards are maintained.
• Partner with Housekeeping, Engineering, Security, Food & Beverage, Sales, and Reservations to ensure seamless hotel operations.
• Assist with converting OTA reservations into direct bookings when opportunities arise.
• Identify potential corporate business opportunities and communicate leads to the Sales team.

Financial & Administrative Responsibilities

• Ensure accurate cash handling and balancing procedures.
• Review adjustments, rebates, paid outs, and billing discrepancies.
• Assist with departmental scheduling and payroll accuracy.
• Prepare reports and reconcile assigned operational projects.
• Support departmental budgeting initiatives and labor management.

Safety & Compliance

• Ensure compliance with hotel safety and security procedures.
• Maintain confidentiality of guest and hotel information.
• Support emergency procedures and crisis management efforts.
• Obtain and maintain FLSD Certification within 90 days of hire.
• Promote a safe, respectful, and inclusive work environment.

Additional Responsibilities

• Perform Manager on Duty responsibilities as assigned.
• Cross-train in overnight operations to provide coverage when necessary.
• Support special events, group arrivals, and hotel initiatives.
• Perform additional duties as assigned.

Qualifications

Education

• Bachelor's degree preferred in Hospitality Management, Business Administration, or a related field.

Experience

• Minimum of two years of Front Office or Guest Services supervisory experience in a luxury or upscale hotel.
• Previous experience leading teams in a fast-paced hotel environment.
• Experience with OPERA Cloud required.
• Revinate experience preferred.
• Hyatt experience is highly preferred.

Knowledge & Skills

• Strong luxury hospitality mindset with exceptional guest service skills.
• Excellent leadership and team development abilities.
• Strong conflict resolution and service recovery skills.
• Excellent verbal and written communication skills.
• Ability to multitask while maintaining attention to detail.
• Strong organizational and problem-solving skills.
• Proficient with Microsoft Office and hotel management systems.
• Ability to analyze reports and operational data to support business decisions.
• Basic understanding of budgeting, labor management, and financial reporting.

Requirements

• Flexible schedule, including mornings, evenings, overnight shifts, weekends, and holidays.
• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds when operationally necessary.
• Maintain professional appearance and grooming standards.
• Maintain confidentiality and professionalism at all times.
• FLSD Certification required within 90 days of hire.

Core Competencies

• Luxury Guest Service
• Leadership & Team Development
• Operational Excellence
• Service Recovery
• Communication
• Accountability
• Decision Making
• Adaptability
• Attention to Detail
• Collaboration
• Time Management
• Problem Solving
• Financial Awareness
• Professionalism
• Integrity

Scheduling Requirements

This is a relief leadership position designed to provide operational support across all Front Office shifts. Flexibility is an essential function of this role.

The Assistant Front Office Manager Relief must:

• Maintain open availability to meet the operational needs of the hotel.
• Be available to work days, evenings, overnights, weekends, and holidays.
• Be scheduled to work a minimum of two (2) overnight shifts per week to provide leadership coverage and operational support.
• Provide management coverage during vacations, leaves of absence, call-outs, staffing shortages, and other business needs.
• Be available to adjust schedules with reasonable notice to support the hotel's operational priorities.
• Serve as Manager on Duty (MOD) when assigned and respond to operational issues requiring management presence.
• Demonstrate flexibility by working varied schedules during peak occupancy periods, special events, and emergency situations.