Assistant Front Office Manager

Role Overview

Assistant Front Office Manager at Hilton. You will support daily front office operations and help deliver memorable guest experiences in a luxury hospitality environment.

Role Purpose

Assist in overseeing front office operations while spreading the light and warmth of hospitality by delivering exceptional experiences that make every guest stay memorable.

Key Responsibilities

Guest Service & Operations

• Support daily front office operations, including guest service, registration, room inventory, and adherence to policies and standards.
• Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards.
• Review VIP reservations and ensure an elevated and seamless check-in and check-out experience.
• Handle guest concerns professionally and deliver exceptional service recovery.

Service Excellence & Revenue

• Monitor and elevate service by tracking guest satisfaction and addressing service issues.
• Guide the team to implement improvements that enhance the guest experience.
• Promote hotel services and execute up-selling tactics to drive room occupancy and revenue growth.

Team Leadership & Development

• Supervise and support front office team members.
• Monitor performance and provide coaching to develop the team.
• Foster a positive and productive work environment.
• Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions.
• Lead and develop a high-performing Front Office team.

Qualifications & Experience

• Minimum 2–4 years of Front Office experience, with at least 1–2 years in a supervisory role.
• Previous experience in a luxury international hotel brand is required.
• Forbes Travel Guide experience or exposure to Forbes service standards is a strong advantage.

Skills & Competencies

• Strong understanding of Front Office operations, guest relations, and luxury guest service standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Familiarity with hotel property management systems (Opera or similar) and Microsoft Office applications.
• Fluent in English; additional languages are an advantage.

Additional Information

• Flexible to work shifts, weekends, and public holidays in a fast-paced luxury hospitality environment.
• Hilton values: passion for hospitality, integrity, leadership, teamwork, ownership, and focus on the now.