Assistant Front Office Manager

POSITION PURPOSE

The Assistant Front Office Manager supports the daily operation of the Front Office and plays a key role in delivering the highly personalized, discreet, and attentive service expected at Casa Cipriani.

Working closely with the Front Office Manager and Director of Front Office, this position provides hands-on leadership throughout the guest journey, from pre-arrival preparation and arrival through the guest's stay and departure. The Assistant Front Office Manager supervises Front Office operations during assigned shifts, supports and coaches the team, coordinates VIP and special arrivals, resolves guest concerns, and ensures that Front Office standards, procedures, and service expectations are consistently executed.

The ideal candidate is a polished and intuitive hospitality professional who leads from the floor, anticipates guest needs, demonstrates sound judgment, and understands the importance of discretion, attention to detail, and personalized service within a luxury hotel and private members club environment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Support the Front Office Manager and Director of Front Office in the daily operation of the Front Office and execution of departmental service standards.
• Supervise Front Desk Agents and other assigned Front Office employees during scheduled shifts, ensuring professional, attentive, and efficient service at all times.
• Serve as the Front Office leader on duty when assigned, providing direction and operational support to the team and escalating significant matters to senior Front Office leadership as appropriate.
• Maintain a visible and approachable presence in guest-facing areas, engaging with guests and proactively identifying opportunities to enhance their experience.
• Oversee the execution of guest arrivals and departures during assigned shifts, ensuring check-in and check-out experiences are efficient, accurate, personalized, and consistent with Company standards.
• Review daily arrivals, departures, VIPs, repeat guests, special occasions, preferences, special requests, room assignments, and relevant guest history in preparation for each shift.
• Assist with VIP and high-profile guest preparation and service, ensuring preferences, special arrangements, privacy requirements, and relevant information are accurately documented and communicated to appropriate departments.
• Maintain accurate and detailed guest profiles, including preferences, stay history, special requests, and other relevant information to support personalized service and future guest recognition.
• Coordinate closely with Guest Services, Concierge, Butler, Bell/Door, Valet, Reservations, Housekeeping, and other departments to ensure seamless execution of arrivals, departures, transportation, luggage handling, amenities, and guest requests.
• Monitor room status and readiness in partnership with Housekeeping and Engineering, proactively addressing maintenance, presentation, and other conditions while communicating priorities involving early arrivals, VIP rooms, room moves, special accommodations, and other time-sensitive guest needs.
• Assist with room assignments, upgrades, room moves, early arrivals, late departures, and other room-related requests in accordance with availability, guest preferences, and established procedures.
• Monitor Front Office systems, traces, alerts, guest requests, shift logs, and outstanding follow-up items to ensure requests are completed accurately and within appropriate service timelines.
• Review guest accounts and folios for accuracy and assist with billing inquiries, payment processing, credit card authorization, posting errors, adjustments, and other Front Office financial procedures within established authority levels.
• Ensure Front Office cash-handling and payment procedures are followed accurately and report discrepancies to management promptly.
• Respond to guest inquiries, requests, and concerns with professionalism, empathy, discretion, and urgency.
• Take ownership of first-level guest recovery and resolve concerns within established guidelines, escalating sensitive, recurring, high-value, or significant service issues to the Front Office Manager or senior management as appropriate.
• Follow up with guests following a service issue to confirm resolution and communicate relevant information to the next shift and appropriate departments.
• Document guest incidents, complaints, service recovery, preferences, and operational issues accurately to ensure continuity of service.
• Conduct thorough shift handovers and ensure outstanding guest requests, VIP information, operational concerns, room issues, and follow-up items are clearly communicated between shifts.
• Participate in and, when assigned, lead pre-shift briefings to communicate occupancy, VIP arrivals, special events, guest preferences, service issues, operational priorities, and relevant property information.
• Monitor the Front Desk environment throughout the shift to ensure it remains organized, professional, appropriately staffed, and consistent with Company presentation standards.
• Provide real-time coaching, guidance, and support to Front Office employees regarding guest interaction, telephone etiquette, system procedures, problem resolution, grooming, and service standards.
• Assist with onboarding and training new Front Office employees and reinforce departmental procedures and luxury service expectations.
• Observe employee performance during assigned shifts and provide constructive feedback to employees and Front Office leadership.
• Monitor employee attendance, punctuality, uniform, grooming, professional conduct, and adherence to departmental standards during assigned shifts and report concerns appropriately.
• Continuously monitor the guest experience throughout assigned shifts, identifying and correcting service gaps in real time to ensure Front Office interactions consistently reflect Casa Cipriani's luxury service standards.
• Promote a positive, professional, respectful, and collaborative work environment and lead by example in demonstrating Company Core Values and service expectations.
• Ensure employees have current knowledge of hotel and club facilities, amenities, dining outlets, events, services, policies, local attractions, transportation options, and other information necessary to assist guests effectively.
• Support room upgrade and upselling initiatives by identifying appropriate opportunities and coaching Front Office employees on guest-focused selling techniques.
• Ensure compliance with Company policies, Front Office procedures, guest privacy requirements, cash-handling procedures, key-control standards, safety protocols, and emergency procedures.
• Maintain the highest level of discretion and confidentiality regarding guest information, particularly involving VIPs, members, celebrities, high-profile individuals, and sensitive guest matters.
• Be knowledgeable of emergency, fire, life-safety, evacuation, and security procedures and respond appropriately when assigned or when circumstances require.
• Coordinate with Security and senior management regarding guest incidents, safety concerns, lost property, disturbances, or other matters requiring additional support.
• Identify recurring guest concerns, operational challenges, and opportunities to improve service and communicate observations and recommendations to Front Office leadership.
• Assist with departmental projects, training initiatives, service-improvement programs, and other operational priorities as assigned.
• Assume additional Front Office responsibilities in the absence of the Front Office Manager as directed by senior leadership.

Knowledge, Experience and Skills:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred. Equivalent relevant hospitality experience may be considered.
• Minimum of 3 years of progressive Front Office, Rooms, or Guest Services experience within an upscale or luxury hospitality environment. Previous supervisory, lead, or management experience strongly preferred.
• Experience within a luxury hotel, private members club, Forbes-rated property, or similarly high-touch hospitality environment is preferred.
• Experience utilizing a OPERA (PMS) and familiarity with reservation, guest profile, and payment-processing systems required.
• Demonstrated ability to supervise and support a guest-facing team in a fast-paced hospitality environment.
• Exceptional guest-relations skills and a genuine desire to create personalized and memorable experiences.
• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.
• Flexible availability based on operational needs, including evenings, weekends, holidays, and occasional overnight shifts.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Ability to stand for extended periods and work in a fast-paced environment.
• Endurance to withstand long hours of standing, walking, and repetitive motions.
• Lift and carry objects, weighing up to 50 pounds.
• Flexibility to bend, stoop, reach, and perform physical tasks.
• Adherence to proper lifting techniques and ergonomics to prevent strain or injury while performing job duties.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.