SUMMARY:

Assistant Front Office Manager

POSITION INFO:

Lead the guest experience from the front

Your key responsibilities

• Overseeing all Front Office staff and daily operational activities
• Ensuring smooth and efficient front desk, luggage services, and guest registration processes
• Managing room availability, occupancy, and room allocations in collaboration with Housekeeping
• Ensuring personalised and consistently high levels of guest service
• Acting as a central communication point between Front Office and other hotel departments
• Providing operational support to Heads of Department
• Managing Front Office administration, reporting, and documentation

• Handling guest enquiries, complaints, and requests promptly and professionally
• Building positive guest relationships and ensuring individual needs are addressed
• Monitoring and maintaining high service standards to maximise guest satisfaction
• Identifying opportunities to enhance the overall guest experience

• Leading, motivating, and managing a team of approximately 20 employees
• Coordinating staff schedules, shift rosters, and resource allocation
• Conducting performance management and supporting staff development initiatives
• Fostering a positive, professional, and service-focused team environment

• Monitoring cash handling, floats, and staff refunds
• Ensuring compliance with departmental procedures, policies, and operational standards
• Monitoring Front Office systems and processes to ensure accuracy and efficiency
• Collaborating with Security to maintain a safe and secure environment

• Utilising Opera Cloud, Micros, Microsoft 365, and other operational systems effectively
• Maintaining accurate departmental records and documentation
• Supporting reporting requirements and ensuring all Front Office administration is completed efficiently

What you’ll need

• 3–4 years’ experience in a similar Front Office or hospitality environment
• Proven leadership and team management experience
• Strong guest relations and communication skills
• Proficiency in Opera Cloud, Micros, and Microsoft 365
• Sound knowledge of Front Office operational procedures and cash management
• Strong understanding of hospitality service standards and guest experience
• Knowledge of cash handling procedures and workplace safety protocols
• Ability to remain calm, organised, and effective in a fast-paced environment
• Excellent attention to detail and strong problem-solving abilities
• A professional, service-driven approach with the ability to lead by example