Assistant Front Office Manager

Job Description

• Overall in-charge of operations at all areas of Front Office, including Front Desk, Guest Relations, Pullman Connect, Business Centre, Airport Services, Doormen, Concierge and Bell Services and Executive Lounge.
• Train and develop Assistant Managers, Managers, Executives and Supervisors in the department, in technical, administrative and managerial abilities, keeping an eye on future growth and succession planning.
• Assist Front Office Manager in his duties and lead Front Office Department in his absence.
• Lead by example on aspects of courtesy, helpfulness and grooming/overall presentation, setting the standard for all team members.
• Assist, review and carry out performance appraisals of relevant department associates on time as scheduled (delegated in some areas).
• Develop departmental training activity plans and ensure continuous professional development of all staff members.
• Ensure that the entire department maintains compliance with Policies and Procedures as per the guidelines and hotel standards.
• Assist Front Office Manager with establishing written guidelines and control mechanisms for operational consistency.
• Maintain staffing levels in line with hotel occupancy and productivity, ensuring optimal resource allocation.
• Ensure that checklists are followed in all sections of Front Office and conduct regular quality assurance inspections.
• Ensure that check-ins and check-outs are efficient within the required timeframe and as per defined standards, whilst ensuring all guests entering the hotel are welcomed appropriately.
• Manage guest feedback and complaints with professionalism, ensuring timely resolution and follow-up to enhance guest satisfaction.
• Oversee revenue management initiatives and rate optimisation strategies in coordination with the Front Office Manager.
• Monitor and control departmental budgets, identifying cost-saving opportunities whilst maintaining service excellence.
• Liaise with other departments to ensure seamless coordination and delivery of integrated guest services.

Qualifications

• Bachelor's degree in Hotel Management, Hospitality Management, Tourism, or a related field.
• A diploma in Hotel Management may also be accepted by some hotels.
• Minimum5-7 years of progressive experience in front office operations within a luxury hotel environment.
• Proven supervisory or management experience with the ability to lead, train, and develop team members.
• Proficiency in hotel property management systems (PMS) and related front office software applications.
• Excellent communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels.
• Strong problem-solving abilities and a customer-centric approach to guest relations and complaint resolution.
• Fluency in English; proficiency in additional languages (particularly Hindi or other Indian languages) is highly desirable.
• Certifications in hospitality management, customer service, or front office operations are an added advantage.
• Demonstrated commitment to maintaining high standards of personal grooming, presentation, and professional conduct.

Additional Information

WHAT IS IN IT FOR YOU:

• Come As You Are
• Work With Purpose
• Grow, Learn and Enjoy
• Explore Limitless Possibilities