Assistant Front Office Manager

Key Responsibilities

• Assist the Front Office Manager with daily front office operations, including arrivals, departures, guest requests, billing concerns, room assignments, and service recovery.
• Provide leadership, coaching, and support to front desk associates, supervisors, and guest service team members.
• Serve as a manager on duty when assigned, responding to guest concerns, operational issues, safety matters, and service opportunities.
• Monitor guest satisfaction, GSS/Guest Voice feedback, Marriott Bonvoy recognition, and Intent to Recommend performance.
• Resolve guest complaints professionally and creatively while protecting the guest experience and the hotel’s business interests.
• Support room inventory management, upgrade strategy, oversell situations, group arrivals, VIP arrivals, and special requests.
• Partner with Housekeeping, Engineering, Sales, Accounting, Loss Prevention, Food & Beverage, and other departments to ensure smooth hotel operations.
• Aid in training, onboarding, performance coaching, scheduling support, and associate engagement within the Front Office department.
• Ensure compliance with Marriott brand standards, hotel policies, cash handling procedures, credit card policies, privacy standards, and safety requirements.
• Review shift activity, pass-on communication, operational reports, guest incidents, and follow-up items to ensure accountability and consistency.
• Support service recovery initiatives and help identify trends that impact guest satisfaction and front office performance.
• Maintain a professional leadership presence in the lobby and serve as a visible resource for both guests and associates.

Qualifications

• Previous hotel front office experience required; front office supervisory or management experience strongly preferred.
• Marriott experience and knowledge of Marriott systems preferred.
• Strong leadership, communication, service recovery, and problem-solving skills.
• Ability to manage multiple priorities while maintaining professionalism and composure.
• Strong understanding of guest service standards, room operations, and hotel financial controls.
• Ability to coach, motivate, and hold team members accountable.
• Flexible schedule required, including evenings, weekends, holidays, and manager-on-duty shifts.
• Professional appearance and demeanor required.
• Ability to stand for extended periods and assist with front office operations as needed.

Benefits

• Competitive pay
• Health and Dental Insurance
• Company-paid Life Insurance
• Short-Term and Long-Term Disability
• Vision
• 401(k) with company match
• Paid Time Off (PTO)
• Free hotel rooms
• Hotel discounts