Assistant Front Office Manager

Job Description

Assistant Front Office Manager (M/F)

 Train and develop the front office team in the departmental operating standards

 Maintain a consistent focus on improving the overall flow front office operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs

 To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities

 Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions

 To lead daily concierge and front office briefings and monthly employee meetings

 To have a complete understanding of and to adhere to Accor Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.

 To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Human Resources

 Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the hotel which will assist in maximization of revenue.

 Ensure all team members are aware of all room revenue targets and are kept informed of performance results.

 Ensure all non-guaranteed reservations are released at the appointed time.

 Adhere to the hotel selling strategy by ensuring the use of correct rates.

 Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.

 Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.

 To ensure a consistently high standard of grooming is followed and by self and team

 Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction

 Have full knowledge of all products and services provided by the property and in the local area

 Actively participate in guest events when requested.

 Adhere to company credit policies to ensure all expected revenues are secured

 Ensure daily shift handovers are conducted in a professional and constructive manner.

 Regularly spot check duty shift checklists to ensure tasks are completed.

 Review daily reports to ensure system is being maintained as per company policies and procedures.

 Spot check registration cards to ensure accuracy of data is collected as per Municipality and property standards.

 Ensure all daily system closing procedures and reports are being completed as per company standards.

 Ensure closure of any pending revenue (pay masters) in a timely manner adhering to finance policies and procedures

Qualifications

**Experience**

• Minimum 2–3 years' experience in Front Office operations, preferably in a supervisory or team leader position within the hospitality industry
• Previous experience in an international or branded hotel is advantageous

**Skills & Competencies**

• Proficient in Property Management Systems (PMS) and standard computer applications
• Strong knowledge of Front Office procedures, including check-in/check-out, room allocation, cashiering, and guest relations
• Excellent leadership, communication, and interpersonal skills with proven ability to motivate and develop team members
• Strong problem-solving and decision-making abilities, particularly in handling guest complaints and service recovery
• Demonstrated understanding of revenue optimisation, room inventory management, and upselling techniques
• Fluent in English (spoken and written); additional languages are advantageous

**Personal Attributes**

• Professional appearance with a positive attitude and strong leadership presence
• Guest-oriented with genuine passion for hospitality and service excellence
• Responsible, reliable, and proactive with strong attention to detail
• Able to work effectively under pressure in a fast-paced environment
• Flexible to work shifts, weekends, public holidays, and operational requirements
• Demonstrates integrity and professionalism

Additional Information