This role is dedicated to delivering exceptional service to both internal and external guests at all times. The individual will support front desk leadership by assisting with guest service, staff training, and the smooth execution of daily operations. As often the first point of contact, this position plays a vital role in creating a memorable and positive first impression for guests. A strong commitment to upholding departmental and company standards in all procedures is essential.

Duties and Responsibilities
The responsibilities of the Assistant Front Desk Manager include, but are not limited to:

• Assisting with the daily management of Front Desk operations to ensure smooth and efficient service delivery.

• Leading daily pre-shift meetings and maintaining clear communication and coordination with all high guest-impact departments (e.g., Reservations, Guest Services, Housekeeping) to support a seamless arrival-to-departure experience.

• Demonstrating expert knowledge of all hotel services and features, including hours of operation, room types and rates, special packages, current promotions, daily occupancy, arrivals/departures, room availability, and scheduled in-house group activities, in order to respond accurately to guest inquiries.

• Ensuring front desk agents complete all required checklist items at the end of each shift and adhere to departmental and hotel policies, including but not limited to: relocation procedures, safe deposit box protocols, card auditing, key control, billing accuracy, cashiering, guest safety, and lost & found policies.

• Maintaining a calm, organized, and solution-oriented approach when handling stressful or high-pressure situations.

• Addressing internal and external guest needs with a sense of urgency and genuine care, ensuring prompt follow-up and 100% guest satisfaction.

• Monitoring staffing levels to ensure adequate coverage based on daily business needs and making adjustments as required.

• Protecting guest privacy and maintaining confidentiality of sensitive information; fostering strong interdepartmental relationships through consistent communication and in-person engagement.

• Supporting management with recruitment, onboarding, training, and development of new and existing front desk team members to maintain a high-performing team.

• Performing all other duties and responsibilities inherent to the Front Desk Manager role to ensure departmental success.

• Carrying out additional tasks as assigned by the General Manager or Director of Operations.

Desired Qualifications

• Minimum of one (1) year of supervisory experience in a high-volume setting preferred.

• Prior supervisory experience in a hotel or hospitality environment strongly preferred.

• Proficiency in understanding, speaking, reading, and writing basic English.

• Excellent verbal and written communication skills, with the ability to give clear and professional instructions and information.

• Flexibility to work a variety of shifts and schedules, including evenings, weekends, and holidays, as business demands.

• Experience with cash and credit handling procedures, including compliance with statutory or contractual requirements such as PCI guidelines.

• Basic accounting skills, including the ability to audit cash, read profit and loss (P&L) statements, and reconcile charges.

• Strong interpersonal skills and the ability to professionally engage with a diverse guest and client base.

The Assistant Front Desk Manager position is classified as a salary exempt position.

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