Assistant Front Office Manager

• Position Title: Assistant Front Office Manager

• Department: Front Office
• Reports to: Front Office Manager
• Exempt/Non-Exempt: ☒ Exempt ☐ Non-Exempt
• Date Updated: October, 2025 Position Summary The Assistant Front Office Manager is responsible for delivering exceptional performance in their role, upholding Forbes 5-Star standards, and embodying the property's Core Values. This position serves as a vital operational leader, supporting the Front Office Manager in daily front desk operations while providing dedicated oversight of the Transportation Department. By ensuring seamless guest services, operational efficiency, accurate billing procedures, and reliable transportation coordination, the Assistant Front Office Manager contributes directly to the property's reputation for excellence and guest satisfaction.

Key Responsibilities

Oversee daily front desk operations, ensuring adherence to Forbes 5-Star service standards and property protocols for guest check-in, check-out, and all guest interactions Manage billing accuracy and reconciliation, including posting charges, processing payments, resolving discrepancies, and ensuring proper routing of invoices and folios Develop and implement operational efficiencies to streamline front desk workflows and enhance service delivery Handle escalated guest issues with professionalism, ensuring swift resolution and guest satisfaction while maintaining property standards Train, mentor, and develop front desk team members on systems, service standards, billing procedures, and Forbes 5-Star expectations Transportation Department Management: Create and manage staff schedules for the Transportation Department, ensuring adequate coverage for all shifts and guest needs Maintain and update the Flight Manifest, coordinating airport pickups and drop-offs with accuracy and timeliness Train transportation staff on service protocols, safety procedures, guest interaction standards, and property expectations.

Train transportation staff on proper accident protocols, safety procedures, and documentation requirements to ensure timely processing of insurance claims.

Qualifications

Minimum 2-3 years of experience in front office or guest services operations, preferably in a luxury hotel or resort environment Fleet management experience required Previous supervisory or leadership experience preferred with a demonstrated ability to train and develop team members Proficiency with Opera Cloud, ALICE, and Microsoft Office Suite is ideal Strong understanding of hotel billing procedures and financial reconciliation Excellent communication skills, both written and verbal, with the ability to interact professionally with guests and team members Exceptional problem-solving abilities and sound judgment in handling guest concerns and operational challenges Detail-oriented with strong organizational and multitasking capabilities Commitment to Forbes 5-Star service standards and luxury hospitality excellence Ability to work independently and collaboratively in a fast-paced, high-expectation environment Physical Requirements Ability to stand and walk for extended periods, up to 8 hours per shift Capability to lift and carry items up to 50 pounds occasionally Ability to sit at a computer workstation for extended periods while managing administrative tasks Ability to work flexible hours, including early mornings, evenings, weekends, and holidays, as required by business needs Valid driver's license is required This job description is intended to convey information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the position.

Management may assign or reassign duties and responsibilities to this job at any time.