Assistant Front Office Manager

Assistant Front Office Manager

SANTA MONICA PROPER - 4.5

Santa Monica, CA Job Details 1 day ago Qualifications Property management tools Supervising experience

Full Job Description Essential Job Duties and Responsibilities Front Office Operations & Supervision:

Assist in overseeing the daily operations of the Front Desk, ensuring smooth check-in/check-out processes and providing excellent guest service. Supervise and support Front Desk Agents and other guest service staff, ensuring they adhere to hotel policies, procedures, and service standards. Handle guest check-ins and check-outs in a timely and efficient manner, addressing any special requests, inquiries, or issues. Ensure all guest interactions are positive and professional, addressing concerns or complaints promptly and effectively. Assist in managing room assignments, coordinating with housekeeping to ensure rooms are ready for arrivals.

Guest Experience & Satisfaction:

Ensure that all guests receive personalized, professional, and prompt service from the Front Desk team. Resolve guest complaints and issues in a timely and efficient manner, ensuring their satisfaction and retention. Train and guide the Front Desk team on guest service techniques, ensuring consistent high-quality service and creating memorable guest experiences. Monitor guest feedback, including online reviews, comment cards, and direct feedback, and implement corrective actions where necessary.

Team Leadership & Development:

Lead by example, demonstrating professionalism, attention to detail, and superior customer service. Assist in training, mentoring, and coaching Front Desk team members to ensure they are equipped with the skills and knowledge required to perform their roles effectively. Assist the Front Office Manager with performance appraisals, providing constructive feedback to staff and supporting their career growth and development. Create and maintain a positive and motivated work environment, fostering teamwork, collaboration, and communication across the department.

Operational Support & Administrative Tasks:

Assist with the daily scheduling of Front Desk staff, ensuring adequate coverage during peak times and proper handling of guest demands. Monitor and track Front Desk operational metrics, including occupancy levels, room availability, and guest satisfaction, and report findings to the Front Office Manager. Ensure the accuracy and proper handling of guest reservations, billing, and payment processing. Conduct audits of guest accounts to ensure proper charges, including incidentals, room charges, and amenities, ensuring billing accuracy.

Revenue Management & Reservation Support:

Assist in managing room availability and rates through the Property Management System (PMS), ensuring efficient inventory control. Collaborate with the Revenue Manager and Sales teams to align Front Desk operations with revenue management strategies. Ensure that upselling opportunities, such as room upgrades or premium services, are maximized and communicated effectively to guests.

Cross-Departmental Collaboration:

Work closely with the Housekeeping and Maintenance teams to ensure that guest rooms are clean, ready, and maintained to high standards. Communicate with other hotel departments, including Food & Beverage and Sales & Marketing, to coordinate guest needs, special requests, or VIP services. Assist in coordinating group bookings, arrivals, and departures, ensuring the Front Desk is prepared to handle any special requirements.

Compliance & Security:

Ensure that all Front Desk operations comply with hotel policies, local regulations, and health and safety standards. Assist in managing hotel security procedures, including handling emergency situations, guest safety, and ensuring staff adherence to safety protocols. Oversee cash handling, billing, and key control procedures to ensure security and accuracy. Education and/or Experience Bachelor's degree in hospitality management, Business Administration, or a related field preferred. A minimum of 2-3 years of experience in front office operations or customer service, with at least 1 year in a supervisory or leadership role. Experience with Property Management Systems (PMS), such as Opera, InforHMS, or similar. Strong understanding of hotel operations, guest services, and front desk procedures. Skills/Specialized Knowledge Strong communication skills, both written and verbal. Exceptional interpersonal skills with the ability to remain calm and professional under pressure. Ability to multitask and prioritize effectively in a fast-paced environment. Strong attention to detail and organizational skills. Knowledge of hotel reservation systems, billing procedures, and guest service standards. Physical Demands Ability to sit or stand for extended periods of time. Ability to occasionally lift or move up to 25 pounds. Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems. Why Join Proper Hospitality At Proper, we build experiences that move people — and that begins with the team behind them. As a best-in-class employer, we're committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together. Everything we do is grounded in the belief that hospitality is more than a profession - it's an opportunity to care for others and make lives better. Guided by the Pillars of Proper , we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper). We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.

Our Commitment:

Building the Best Place to Work Our Best Place to Work initiative is a living commitment — a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically. At Proper, joining the team means more than finding a job — it means joining a community that believes in building beautiful experiences together , for our guests and for one another. Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category. We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.