Assistant Front Office Manager

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay is available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at destinations worldwide!
• Professional development and promotion opportunities!

About this job…

The Assistant Front Office Manager leads the Front Desk and Guest Services team with a strong focus on delivering an exceptional guest experience from arrival through departure. This role requires a proactive problem-solver who drives guest satisfaction, upholds brand standards, and always models service excellence. Responsible for staffing, training, and developing top talent, the Assistant Front Office Manager ensures team accountability while fostering a culture of professionalism and engagement. Through effective communication and cross-department collaboration, this leader resolves guest challenges, exceeds expectations, and consistently drives performance across key service and operational metrics.

What you’ll be doing…

• Welcome arriving guests and lead the hotel’s arrival/check-in experience, ensuring accuracy, efficiency, and fulfillment of all special requests
• Build rapport through purposeful communication, uncovering guest expectations and anticipating unmet needs
• Engage with guests in person, via phone, and through electronic communication in alignment with brand standards to ensure satisfaction
• Promote brand loyalty programs, drive enrollment, and maximize upsell opportunities including rate packages and upgrades
• Coordinate effectively with all hotel departments to ensure seamless delivery of guest services and timely resolution of issues
• Listen actively, demonstrate empathy, and take ownership of guest concerns through to resolution
• Maintain a high level of professionalism consistent with brand and company expectations at all times
• Communicate and execute emergency procedures, ensuring guest safety and proper response during critical situations

• Leadership & Performance Management

  • Train, develop, and coach front office team members to ensure consistent execution of brand standards and service excellence
  • Participate in performance management, including coaching, counseling, and accountability conversations
  • Drive a culture of accountability, urgency, and service excellence; recognize strong performance while addressing gaps
  • Lead by example in professionalism, guest engagement, and problem resolution

• Operational Excellence & Accountability

  • Ensure daily inventory accuracy and support yield management strategies to achieve occupancy and revenue goals
  • Maintain accountability for Front Office performance metrics, including:
    • Guest Satisfaction (GSS): check-in, helpfulness, and overall experience
    • Loyalty enrollment, recognition, and welcome amenity delivery
    • Service recovery effectiveness and response time
  • Monitor daily and weekly performance trends and implement action plans to drive continuous improvement
  • Conduct regular audits of the check-in experience (greeting, loyalty recognition, upselling, storytelling, and guest engagement)
  • Provide real-time coaching and implement individualized development plans based on audit results

• Financial & Labor Management

  • Support labor management by aligning schedules with forecasted demand and productivity targets
  • Identify and execute opportunities to drive incremental revenue through upselling and rate optimization

• Cross-Department Leadership

  • Serve as the central communication hub between Front Office, Housekeeping, Engineering, and F&B to ensure alignment in delivering the overall guest experience
  • Proactively identify operational gaps and partner with department leaders to resolve root causes and improve processes  

Success factors…

Experience & Education: 

• 2+ years of customer service experience, preferably in Hospitality or related industry
• High School diploma or equivalency education certificate required

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company.  First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve.  FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.

Equal Opportunity Employer.