Assistant Manager - Front Desk

Role Overview

This is an entry-level management role in the front office, responsible for helping run the day-to-day shift smoothly and ensuring standards are met across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position focuses on guest satisfaction, team support, operational quality, and helping manage administrative and financial tasks.

Key Responsibilities

• Lead and support the front desk team during daily shifts and ensure operations stay on track.
• Use strong communication and people skills to guide, influence, and motivate team members while setting the right example.
• Promote trust, respect, cooperation, and positive working relationships within the team.
• Step into frontline duties when team members are unavailable and assist across front office functions when needed.
• Coach, support, and address employee concerns and questions.
• Communicate performance expectations clearly and help maintain accountability.
• Monitor daily operations to ensure service quality, customer expectations, and operational standards are consistently met.
• Set priorities, organize tasks, and work toward departmental goals and plans.
• Handle guest complaints, disputes, grievances, and conflicts professionally, including negotiating where required.
• Take part in meetings and keep the team updated on front desk goals and business priorities.
• Work to improve service delivery and maintain sufficient staffing to meet guest service, operational, and financial targets.
• Train staff on credit rules and procedures to reduce bad debts and rebates.
• Oversee same-day selling practices to help maximize room revenue and property occupancy.
• Support customer satisfaction and retention by delivering service that goes beyond basic expectations.
• Help team members understand guest needs through feedback, coaching, and guidance.
• Set a strong example in guest handling and empower staff to deliver excellent service within company guidelines.
• Resolve guest concerns and escalate when necessary.
• Collect feedback from guests about product quality and service experience.
• Support customer recognition and service programs and ensure the process is followed correctly.
• Review comment cards and guest satisfaction results with employees.
• Make sure staff have the supplies and uniforms they need.
• Use guest information systems to support repeat-guest recognition and improve issue resolution.
• Identify development needs, mentor others, and support growth in knowledge and skills.
• Set performance standards, monitor outcomes, and provide behavior-based feedback.
• Participate in employee recognition and performance appraisal activities.
• Conduct training when needed.
• Share information clearly with supervisors, peers, and team members through calls, writing, email, or in person.
• Analyze situations, evaluate outcomes, and choose effective solutions to problems.
• Keep executives, peers, and subordinates informed in a timely way.
• Perform front desk duties as required and understand the functions of Bell Staff, Switchboard, and Concierge/Guest Services.
• Follow loss prevention policies and procedures.

Candidate Profile

The employer is looking for someone who can manage front office activity, support team performance, handle guest issues diplomatically, and contribute to service excellence in a luxury hospitality environment. The role suits a person with leadership potential, strong interpersonal skills, and solid hospitality operations knowledge.

Education and Experience

• High school diploma or GED with 2 years of experience in guest services, front desk, or a related professional area; or
• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no prior work experience required.

Additional Information

Job Number: 26059629

Job category: Rooms & Guest Services Operations

Location: Asset Area 13 - Hospitality District, New Delhi, New Delhi, India, 110037

Schedule: Full time

Remote work: No

Position type: Management

About the Employer

St. Regis Hotels & Resorts is known for refined, highly personalized hospitality across luxury properties worldwide. The brand combines classic elegance with modern service style and is recognized for its attentive, bespoke guest experience.

Equal Opportunity

The employer follows an inclusive hiring approach and does not discriminate on the basis of disability, veteran status, or other legally protected characteristics.