Assistant Front Office Manager

The Assistant Front Office Manager is responsible for supporting the overall management and daily operations of the Front Office Department. This position ensures the delivery of exceptional guest experiences while maintaining SLS LUX standards, brand standards, operational procedures, and financial objectives.

The Assistant Front Office Manager serves as a key leader and point of contact for guests and hotel departments, providing guidance and support to Front Office colleagues while fostering a culture of service excellence, accountability, empowerment, and teamwork.

DUTIES & FUNCTIONS

• Assist the Front Office Manager with the overall daily operation of the Front Office Department, including Front Desk, Guest Services, and VIP Services.
• Serve as a visible leader and primary point of contact for guests, colleagues, and other hotel departments, ensuring prompt resolution of guest needs and concerns.
• Plan, organize, facilitate, attend, and/or participate in hotel and departmental meetings as required.
• Ensure compliance with SLS LUX and brand standards, operating procedures, policies, and service expectations.
• Maintain a strong presence in the Front Office operation and ensure all guest interactions reflect the hotel's luxury service standards.
• Provide direction, coaching, support, and appropriate tools to Front Office colleagues to promote accountability, empowerment, and effective decision-making.
• Direct and coordinate Front Office activities to ensure smooth daily operations and effective communication with all hotel departments.
• Monitor staffing levels, scheduling, breaks, and departmental coverage to ensure operational needs are consistently met.
• Assist with monitoring daily arrivals, departures, room availability, occupancy, VIP arrivals, special requests, and other operational priorities.
• Maintain consistent communication with the Revenue Management team regarding occupancy, availability, room status, challenging reservations, and other revenue-related operational matters.
• Monitor and address guest feedback and service recovery opportunities through applicable hotel systems, including Nuvola, Guest Alerts, Glitch Log, Revinate, ReviewPro, TripAdvisor, and other guest feedback platforms.
• Track and maintain accurate records of guest issues, service recovery efforts, and resolutions to identify trends and opportunities for improvement.
• Respond directly to guest concerns and complaints when appropriate, ensuring timely and effective service recovery while protecting the guest experience and hotel interests.
• Review guest comments and satisfaction scores regularly and communicate trends, opportunities, and areas for improvement to Front Office colleagues and leadership.
• Ensure accurate and timely communication of guest preferences, VIP information, special occasions, requests, and service recovery details to the appropriate departments.
• Assist in ensuring Front Desk and Guest Services procedures are followed consistently, including check-in, check-out, payment procedures, room assignments, key control, guest requests, and cashiering procedures.
• Facilitate the onboarding, training, coaching, and ongoing development of Front Office colleagues to ensure compliance with company and brand standards.
• Continuously monitor the performance of Front Office colleagues and provide coaching, feedback, recognition, and corrective action when appropriate.
• Support the Front Office Manager in conducting performance evaluations and developing performance improvement plans when necessary.
• Assist in maintaining a positive, professional, and collaborative work environment that promotes employee engagement and retention.
• Participate in Fire Safety, Life Safety, Security, and Loss Prevention programs and ensure Front Office colleagues understand and follow established procedures.
• Ensure compliance with all applicable hotel policies, procedures, and safety regulations.
• Assist with resolving operational challenges between departments and facilitate effective communication to ensure seamless guest service.
• Monitor Front Office supplies, equipment, and operational needs and communicate deficiencies or replacement requirements to leadership.
• Review daily operational reports and assist with identifying discrepancies or issues requiring follow-up.
• Assist with managing room status discrepancies and communicate with Housekeeping and other departments to ensure rooms are accurately updated and available for sale.
• Support the Front Office Manager with departmental projects, initiatives, and special assignments as needed.
• Maintain a thorough knowledge of hotel facilities, services, outlets, local attractions, transportation options, and other information necessary to assist guests.
• Ensure all guest and colleague interactions are handled professionally, discreetly, and with a high level of attention to detail.
• Perform other duties and responsibilities as assigned by the Front Office Manager or Hotel Leadership.
• We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service