As the Assistant Front Office Manager, you are at the heart of the resort experience - welcoming guests, setting the tone in the lobby, and ensuring every arrival, stay, and departure feels seamless and personal. You lead by example, supporting the Front Office team with a calm, confident presence and a sharp eye for detail, while ensuring service standards are consistently delivered at the highest level.
In this role, you balance hands-on leadership with operational excellence. You anticipate guest needs, resolve concerns with professionalism and warmth, and work closely with other departments to create a smooth and elevated guest journey. Every day brings something new, and you thrive in a fast-paced luxury environment where memorable service, genuine connection, and team culture matter.
Start Date: September 2026
What You'll Be Doing
Front Office Operations & Guest Experience
- Oversee daily Front Office operations, including Front Desk Agents, Front Desk Supervisors and Night Auditors.
- Maintain a visible and engaging lobby presence, anticipating guest needs and ensuring smooth operational flow during peak periods.
- Ensure consistent delivery of elevated, personalized service aligned with Rimrock standards.
- Manage escalated guest concerns with empathy, discretion, and effective service recovery.
Leadership & Team Development
- Lead scheduling, training, and performance conversations to support accountability, engagement, and career development.
- Coach and develop team members, identifying future leaders and supporting growth pathways within the Front Office.
- Set clear expectations and provide direct, timely feedback to maintain high performance standards.
- Act as department lead in the absence of the Front Office Manager, ensuring continuity of leadership and service excellence.
Operational Excellence & Process Improvement
- Drive efficiency through strong organization, attention to detail, and disciplined execution of Front Office processes.
- Analyze workflows, identify gaps, and implement improvements that enhance the guest journey and team effectiveness.
- Ensure accuracy in reporting, cash handling, room status coordination, and system usage.
- Support the adoption of new tools, systems, and procedures to improve speed, quality, and consistency.
Collaboration & Communication
- Partner closely with other operational teams to ensure seamless guest experiences.
- Communicate clearly, confidently, and directly in fast-paced environments.
- Take initiative in decision-making while remaining aligned with overall hotel strategy and brand direction.