Assistant Front Office Manager

Front Office Manager

Primary Responsibilities

1. Support the Assistant General Manager in overseeing daily Front Office operations.
2. Lead, coach, and motivate Front Office team members to deliver exceptional guest service.
3. Assist with scheduling, training, performance feedback, and team member development.
4. Provide hands-on support at the Front Desk, particularly during peak arrival and departure periods.
5. Ensure accurate and efficient check-in, check-out, reservation, payment, and billing processes.
6. Respond to and resolve guest concerns related to their stay, room, service experience, charges, payments, and billing.
7. Investigate billing discrepancies, explain charges clearly, and make appropriate corrections within established guidelines.
8. Take ownership of guest concerns from initial contact through resolution, including timely follow-up.
9. Make thoughtful service-recovery decisions that balance guest satisfaction with hotel policies and operational needs.
10. Monitor guest feedback and identify solutions that improve the guest experience and prevent recurring concerns.
11. Coordinate with Housekeeping, Maintenance, Reservations, Sales, Food and Beverage, and other departments to address guest needs.
12. Review daily reports, room status, occupancy, arrivals, departures, special requests, and VIP guests.
13. Assist with cash handling, credit procedures, room inventory, and Front Office controls.
14. Ensure compliance with Hilton brand standards, hotel procedures, and safety and security requirements.
15. Serve as Manager on Duty when assigned and respond to operational needs throughout the hotel.
16. Support team recognition, engagement, and a positive, accountable workplace culture.
17. Perform additional duties as assigned based on business needs.

Successful Candidates will have

• A genuinely welcoming and hospitality-focused approach.
• A solutions-oriented mindset and the ability to move challenges toward a timely resolution.
• Strong judgment and the confidence to make decisions in a fast-paced environment.
• The ability to remain professional, calm, and empathetic when handling sensitive guest concerns.
• Strong attention to detail, particularly when reviewing guest accounts, payments, and billing discrepancies.
• Clear and professional written and verbal communication skills.
• A leadership style that balances team support, coaching, and accountability.
• A strong sense of ownership and consistent follow-through.
• The ability to collaborate effectively across hotel departments.
• Flexibility and a willingness to provide hands-on support wherever needed.

Qualifications

• Previous hotel Front Desk or guest-service experience required.
• Previous supervisory or leadership experience preferred.
• Hilton and OnQ experience preferred.
• Experience resolving guest-service and billing concerns strongly preferred.
• Proficiency with hotel systems, email, and Microsoft Office applications.
• Ability to maintain confidentiality and exercise sound professional judgment.
• Must be available to work a flexible schedule based on hotel needs, including mornings, evenings, weekends, and holidays.
• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 25 pounds, with or without reasonable accommodation.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.