Assistant Front Office Manager

Department

Rooms Division / Operations

Reports To

Front Office Manager

The Assistant Front Office Manager supports the Front Office Manager in the daily operation of the Front Office. This position provides hands-on leadership to Front Desk, Concierge, Bell Services, and PBX team members while ensuring efficient operations and exceptional guest experiences.

Essential Functions

Daily Operations

· Supervise Front Office operations during assigned shifts.

· Ensure efficient check-in, check-out, and guest service processes.

· Monitor room inventory, arrivals, departures, and special requests.

· Ensure adherence to departmental policies and Hilton standards.

Team Supervision

· Provide daily coaching and direction to Front Office team members.

· Assist with training and onboarding initiatives.

· Support scheduling and staffing requirements.

· Conduct shift briefings and communicate operational priorities.

Guest Service

· Resolve guest concerns promptly and professionally.

· Support service recovery efforts and guest satisfaction initiatives.

· Maintain visibility in the lobby and public areas.

· Ensure guest preferences and requests are fulfilled.

Systems & Compliance

· Utilize Hilton systems including OnQ, Hilton Honors, GRO, and Medallia.

· Ensure accurate documentation and reporting.

· Support audit, cash handling, and compliance requirements.

Administrative Duties

· Assist with payroll review, scheduling, and operational reporting.

· Monitor departmental productivity and service metrics.

· Support special projects and departmental initiatives.