Assistant Front Office Manager

The ideal candidate for this Assistant Front Office Manager position should have a minimum of 3 years of guest services experience - 1 year of supervisory & 2 years front desk agent to be able to assist in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. This position primarily works the PM shift and provides leadership and supervision during evening operations.

We are a drug-free workplace and participate in E-Verify.

What you will be doing

Roles and Responsibilities: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Key Responsibilities

• Supervise and support Front Desk operations during the PM shift.
• Ensure efficient guest check-in, check-out, room assignments, and payment procedures.
• Provide exceptional guest service and promptly resolve guest complaints or concerns.
• Act as the manager on duty during assigned shifts and make operational decisions when necessary.
• Supervise, coach, train, and motivate Front Desk associates.
• Monitor employee performance and ensure compliance with hotel policies, SOPs, and brand standards.
• Coordinate with Housekeeping, Maintenance, Sales, and other departments to ensure smooth hotel operations.
• Monitor arrivals, departures, VIP guests, groups, special requests, and room availability.
• Review and complete daily Front Office reports, cash handling, and shift documentation.
• Assist with maintaining appropriate staffing levels and managing labor costs.
• Handle escalated guest issues professionally and follow through to ensure guest satisfaction.
• Ensure accurate use of the hotel PMS, including OPERA, and maintain proper Front Desk procedures.
• Support transportation/shuttle operations when applicable.
• Assist with training and onboarding new Front Office employees.
• Maintain a professional, welcoming, and hospitable environment throughout the PM shift.
• Ensure the Front Office is prepared for overnight operations and provide a thorough handoff to the Night Audit team.
• Follow all safety, security, company, hotel, and applicable union requirements.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Qualifications

• 2+ years of Front Desk or hotel guest-services experience.
• At least 1 year of supervisory or leadership experience is preferred.
• Previous hotel Front Office experience required.
• IHG Brand experience preferred but not required.
• OPERA or comparable hotel PMS experience preferred.
• Strong guest-relations and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to supervise and motivate a team.
• Strong organizational skills and attention to detail.
• Ability to work independently and make sound decisions.
• A proactive approach to problem-solving and decision-making.
• Prioritize tasks, handling multiple tasks/projects simultaneously.
• Proficient personal computer skills inclusive of e-mail, record-keeping, word processing, and spreadsheets, etc.
• A proactive approach to problem-solving and decision-making.

Schedule

• Primarily PM Shift, with flexibility to work weekends, holidays, and other shifts based on hotel business needs.

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.