Assistant Front Office Manager

We are recruiting to fill the position below:

Job Title: Assistant Front Office Manager

Location: Aba, Abia
Reports to: Front Office Manager
Direct Reports: Front Desk Agents, Reservations Agents (Guest Relations Officer and Concierge in FOM's absence)

Main Function

• The Assistant Front Office Manager is responsible for supporting the Front Office Manager in the planning, coordination, supervision, and daily management of all Front Office operations to ensure exceptional guest service, operational efficiency, and revenue optimization.
• The Assistant Front Office Manager serves as the second-in-command within the Front Office Department and assumes responsibility for the department in the absence of the Front Office Manager.
• The role assists in overseeing reception, reservations, concierge services, guest relations, telephone operations, night operations, and other front office functions while ensuring compliance with the hotel's luxury service standards, policies, and Standard Operating Procedures (SOPs).
• The role ensures smooth day-to-day operations, effective team leadership, accurate financial controls, and seamless coordination with other hotel departments to deliver memorable guest experiences consistent with the standards of a superior luxury hotel.

Role Responsibilities
Front Office Operations Management:

• Ensure smooth daily operation of Reception, Concierge, Bell Services, Telephone Operations, Guest Relations, Airport Transfers, Valet Services, and Night Operations.
• Ensure check-in and check-out processes are efficient, professional, and compliant with hotel standards.
• Act on behalf of the Front Office Manager during leave, off-duty periods, or business travel.
• Monitor guest arrivals, departures, room assignments, and room availability.
• Assist the Front Office Manager in planning, organizing, and supervising all Front Office operations.
• Coordinate daily shift briefings and operational handovers.
• Supervise Front Office employees during assigned shifts.
• Ensure all Front Office procedures comply with established Standard Operating Procedures (SOPs).

Guest Experience & Service Excellence

• Monitor guest satisfaction and ensure timely follow-up on guest feedback.
• Support the delivery of exceptional guest service throughout the guest journey.
• Resolve guest complaints promptly using effective service recovery techniques.
• Personally attend to VIPs, returning guests, long-stay guests, corporate executives, dignitaries, and guests with special requirements.
• Promote a culture of hospitality excellence throughout the Front Office team.
• Ensure every guest receives a warm, professional, and personalized welcome.
• Ensure all guest requests are handled efficiently and courteously.

Reservations & Room Management:

• Assist in managing overbooking situations professionally.
• Ensure proper coordination of room upgrades, complimentary rooms, early arrivals, and late departures.
• Assist in supervising reservations, room allocation, and room inventory management.
• Coordinate group arrivals and departures with the Sales and Reservations teams.
• Monitor occupancy levels and support revenue optimization strategies.
• Verify reservation accuracy and resolve booking discrepancies.

Revenue Management & Financial Control:

• Coordinate with the Night Auditor to ensure accurate revenue reconciliation.
• Review cash floats, shift reports, and cashier reconciliations.
• Supervise Front Office cash handling and cashiering procedures.
• Support the Front Office Manager in maximizing room revenue and ancillary sales.
• Ensure guest billing is accurate and all charges are posted correctly.
• Assist in monitoring departmental budgets and operational costs.
• Encourage upselling and cross-selling of rooms, hotel facilities, and guest services.

Team Leadership & Staff Development:

• Monitor staff attendance, punctuality, grooming, and compliance with hotel policies.
• Assist in preparing staff duty rosters and leave schedules.
• Conduct daily briefings and communicate operational priorities.
• Supervise, coach, mentor, and motivate Front Office employees.
• Evaluate employee performance and provide coaching for continuous improvement.
• Promote teamwork, accountability, and a positive working environment.
• Assist with recruitment, onboarding, orientation, and training of Front Office staff.

Quality Assurance & Brand Standards:

• Support continuous improvement initiatives.
• Participate in internal quality audits and mystery guest evaluations.
• Ensure Front Office employees maintain excellent grooming and professional appearance.
• Identify service gaps and implement corrective actions.
• Conduct routine inspections of the reception area, lobby, concierge desk, business centre, guest waiting areas, and other Front Office facilities.
• Monitor Front Office operations to ensure compliance with luxury hospitality standards.

Guest Relations & VIP Services:

• Maintain confidentiality of guest information at all times.
• Promote guest loyalty programmes and encourage repeat business.
• Build and maintain strong relationships with repeat guests and corporate clients.
• Ensure guest preferences and special requests are accurately documented and fulfilled.
• Coordinate VIP arrivals, welcome amenities, room inspections, and personalized services.

Interdepartmental Coordination:

• Coordinate closely with Housekeeping to ensure timely room cleaning and availability.
• Work with Security to ensure guest safety and operational security.
• Liaise with Engineering regarding maintenance issues affecting guest rooms and public areas.
• Ensure smooth communication between all hotel departments.
• Collaborate with Sales & Marketing regarding group bookings, conferences, and corporate guests.
• Coordinate with Food & Beverage for guest dining arrangements, room service, banquets, and special requests.

Night Operations Support:

• Ensure all overnight operational issues are resolved before the commencement of the morning shift.
• Assist with emergency situations occurring outside normal business hours.
• Verify room status, occupancy reports, and revenue reports before daily operations commence.
• Review night audit reports and operational summaries.
• Support the Night Manager in overseeing overnight Front Office operations where required.

Health, Safety & Security:

• Ensure lost-and-found procedures are properly implemented.
• Promote workplace safety and regulatory compliance.
• Monitor Front Office security practices and guest access control.
• Ensure compliance with hotel health, safety, fire, and emergency procedures.
• Participate in emergency response and evacuation procedures.

Reporting & Administration:

• Prepare daily shift reports and Front Office operational reports.
• Maintain accurate documentation of operational activities.
• Maintain guest incident reports, complaint logs, VIP reports, and operational records.
• Assist in preparing departmental budgets, forecasts, and monthly performance reports.
• Monitor departmental KPIs and submit reports to the Front Office Manager.

Compliance & Continuous Improvement:

• Encourage innovation, teamwork, and continuous improvement.
• Ensure compliance with company policies, hotel SOPs, statutory regulations, and luxury hospitality standards.
• Support internal and external audits.
• Recommend improvements to operational procedures and guest service delivery.
• Participate in training programmes and professional development initiatives.

Qualifications and Requirements
Education and Certifications and Experience:

• Bachelor's Degree or HND in Hospitality Management or related field.
• Minimum of 3 years' front office experience, including at least 1 year in a supervisory role, preferably in a luxury hotel.

Skills:
Technical Skills:

• Shift scheduling
• Hotel PMS
• Front office reporting
• Cashiering and billing

Soft Skills:

• Supervisory leadership
• Composure under pressure
• Guest service recovery
• Team coordination

How to Apply
Interested and qualified candidates should send their CV and Cover Letters to: [email protected] with "Assistant Front Office Manager_Aba" as the subject of the email.

Note: Only shortlisted candidates will be contacted.