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.