Assistant Front Office Manager (M/F)
Train and develop the front office team in the departmental operating standards
Maintain a consistent focus on improving the overall flow front office operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs
To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities
Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions
To lead daily concierge and front office briefings and monthly employee meetings
To have a complete understanding of and to adhere to Accor Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.
To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Human Resources
Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the hotel which will assist in maximization of revenue.
Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
Ensure all non-guaranteed reservations are released at the appointed time.
Adhere to the hotel selling strategy by ensuring the use of correct rates.
Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
To ensure a consistently high standard of grooming is followed and by self and team
Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction
Have full knowledge of all products and services provided by the property and in the local area
Actively participate in guest events when requested.
Adhere to company credit policies to ensure all expected revenues are secured
Ensure daily shift handovers are conducted in a professional and constructive manner.
Regularly spot check duty shift checklists to ensure tasks are completed.
Review daily reports to ensure system is being maintained as per company policies and procedures.
Spot check registration cards to ensure accuracy of data is collected as per Municipality and property standards.
Ensure all daily system closing procedures and reports are being completed as per company standards.
Ensure closure of any pending revenue (pay masters) in a timely manner adhering to finance policies and procedures
**Experience**
- Minimum 2–3 years' experience in Front Office operations, preferably in a supervisory or team leader position within the hospitality industry
- Previous experience in an international or branded hotel is advantageous
**Skills & Competencies**
- Proficient in Property Management Systems (PMS) and standard computer applications
- Strong knowledge of Front Office procedures, including check-in/check-out, room allocation, cashiering, and guest relations
- Excellent leadership, communication, and interpersonal skills with proven ability to motivate and develop team members
- Strong problem-solving and decision-making abilities, particularly in handling guest complaints and service recovery
- Demonstrated understanding of revenue optimisation, room inventory management, and upselling techniques
- Fluent in English (spoken and written); additional languages are advantageous
**Personal Attributes**
- Professional appearance with a positive attitude and strong leadership presence
- Guest-oriented with genuine passion for hospitality and service excellence
- Responsible, reliable, and proactive with strong attention to detail
- Able to work effectively under pressure in a fast-paced environment
- Flexible to work shifts, weekends, public holidays, and operational requirements
- Demonstrates integrity and professionalism