Assistant Front Office Manager

Guest Experience & Service Excellence Lead Hotel Flor Tampa Downtown, Tapestry Collection by Hilton. Responsibilities Lead and oversee daily Front Office operations to ensure a seamless, welcoming, and professional guest experience. Serve as a visible leader in the lobby and arrival areas, actively engaging with guests and resolving concerns. Handle guest escalations promptly and effectively, ensuring service recovery aligns with brand standards. Ensure all service standards, brand expectations, and resort policies are consistently followed. Recruit, train, coach, and develop Front Office associates to deliver consistent service excellence. Foster a People First culture that emphasizes respect, engagement, accountability, and recognition. Conduct regular performance feedback, coaching, and documentation in partnership with Human Resources. Create effective schedules to meet business demands while controlling labor costs. Oversee daily cash handling, shift balancing, and audit readiness. Maintain accuracy of room inventory, rates, arrivals, departures, and guest profiles. Monitor KPIs—including guest satisfaction scores, labor productivity, upsell performance, and service recovery trends. Partner with Revenue Management, Housekeeping, and Engineering to ensure operational alignment. Enforce policies related to safety, security, and compliance. Collaborate closely with Housekeeping to guarantee room readiness and accurate status reporting. Coordinate with Sales and Events on group arrivals, VIP coordination, and special requests. Communicate effectively with Security regarding guest safety and incident management. Maintain open communication with senior leadership regarding operational risks and opportunities. Qualifications Minimum 2 years of Front Office leadership experience in a hotel or resort environment. Strong working knowledge of Front Office systems (OnQ in use; PEP in future). Proven ability to lead teams, manage guest issues, and drive service excellence. Strong communication, organizational, and problem‑solving skills. Compensation & Benefits Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific office location. This may differ in other locations due to cost of labor considerations. Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr BENCHMARK