Assistant Front Office Manager

Job Overview

The Assistant Front Office Manager supports the Front Office Manager in managing daily front office operations and supervising teams including Bell/Door Staff, Switchboard, and Guest Services/Front Desk, ensuring smooth procedures for check-in and check-out. The role is essential for maintaining guest and employee satisfaction while optimizing the department’s financial results.

Key Responsibilities

• Lead and motivate front desk team members using strong interpersonal and communication skills.
• Promote mutual respect, trust, and collaboration among employees.
• Supervise daily operations and manage staff, capable of performing their duties during absences.
• Recognize and appreciate employee contributions consistently across all shifts.
• Maintain open and collaborative relationships with team members.
• Manage daily operations to ensure high-quality service that aligns with customer expectations.
• Set and prioritize specific goals and plans to efficiently organize workflow.
• Resolve customer complaints, disputes, and conflicts effectively.
• Collaborate to enhance departmental service and communicate clear objectives.
• Engage in designing and applying corrective actions based on guest satisfaction metrics.
• Emphasize continual service improvement in department meetings.
• Provide exemplary customer service that exceeds guest expectations and promotes loyalty.
• Coach and guide employees to better understand guest needs and deliver superior service.
• Serve as a role model demonstrating exceptional hospitality behaviors.
• Empower the team to provide outstanding guest service consistently.
• Interact regularly with guests to gather feedback on service quality and satisfaction.
• Address guest issues and complaints efficiently.
• Implement customer recognition and service programs, ensuring compliance with front office policies and credit procedures to minimize losses.
• Communicate relevant information to supervisors and staff and analyze situations to solve problems optimally.
• Act in place of the Front Office Manager during absences and participate in relevant meetings.

Education and Experience

• Possess a high school diploma or GED with at least two years of experience in guest services, front desk, or related professional fields; or
• Hold a 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline with no prior experience required.

Additional Information

Location: 462, Senapati Bapat Marg, Mumbai, Maharashtra, India, 400013.

Category: Rooms & Guest Services Operations.

Schedule: Full-time, onsite.

This position embodies the brand commitment of St. Regis Hotels & Resorts, dedicated to delivering luxury hospitality experiences worldwide, supported and fostered by Marriott International’s values of diversity and non-discrimination.