Assistant Operations Manager (Front Office)

Job Summary:

We are seeking a service-driven and proactive Assistant Operations Manager, Front Office to join our team. This role is responsible for supporting the daily operations of the Front Office while ensuring seamless guest experiences and adherence to brand standards. You’ll play a key role in leading frontline teams, driving service excellence, and supporting operational efficiency through effective coordination and supervision.

Key Responsibilities:

• Collaborate with Operations Managers to ensure smooth and efficient Front Office operations.

• Oversee day-to-day front desk operations, ensuring seamless guest arrival, stay, and departure experiences.

• Lead, coach, and guide team members to maintain high levels of guest satisfaction.

• Handle guest feedback, service recovery, and escalations promptly and professionally.

• Work closely with other departments (Housekeeping, Concierge, Engineering) to meet guest expectations.

• Support implementation of Front Office procedures, systems, and service standards.

• Monitor daily operations and identify opportunities for improvement.

• Maintain accurate records and reports using PMS and operational tools.

• Support training and development of team members.

• Participate actively in emergency response procedures to ensure guest and staff safety.

Requirements:

• Minimum Diploma or Degree in Hospitality or Tourism Management.

• At least 5 years of experience in Front Office or Guest Relations, preferably in a 5-star hotel.

• Proven experience in a supervisory or team leadership role.

• Strong leadership, communication, and interpersonal skills.

• Ability to work independently and collaboratively within a team.

• Proficient in Microsoft Office (Word, Excel, PowerPoint).

• Familiarity with Opera PMS.

• Strong problem-solving skills and ability to perform under pressure.