The Assistant Front Office Manager (AFOM) supports the Front Office Manager in overseeing daily guest services, reception, and concierge, while driving service standards, team development, and room revenue goals.
Core Responsibilities
Daily Operations Management: Supervise front desk, concierge, guest relations, and switchboard operations; lead daily shift briefings and handle smooth shift handovers.
Guest Relations & Service Recovery: Act as the primary escalation point for complex guest complaints, resolving issues swiftly while ensuring consistent brand service standards.
Team Leadership & Development: Assist with scheduling, onboarding, training, and performance evaluations; coach team members on upselling techniques and standard operating procedures (SOPs).
Financial & Inventory Oversight: Monitor daily room availability, VIP arrivals, and credit limits; support room upselling initiatives and ensure accurate billing and cash-handling compliance.
Cross-Department Collaboration: Liaise continuously with Housekeeping, Engineering, Revenue Management, and Security to maintain room readiness and handle special guest requests.
Emergency & Safety Coordination: Serve as a key duty manager during operational disruptions, medical emergencies, or safety evacuations.
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