Scope of Position The Assistant Front Office Manager supports the Front Office department in overseeing the daily operations of the front desk and guest services functions. This position ensures exceptional guest experience while maintaining operational efficiency, service standards, and team performance. He/she will lead by example, supporting the front office team, and assists with problem resolution and operational challenges. Position Requirements Minimum of two (2) years of progressive management experience in a resort/hotel preferred. Previous Guest Relations and Front Office experience in a hotel required. Possess outstanding guest services skills and leadership capability. Detail oriented with outstanding organizational and communication skills. Able to handle a multitude of tasks in an ever-changing environment. Effective at listening to, understanding, clarifying, and responding to the concerns raised by guests and members. Ability to operate a motor vehicle. Responsibilities Assist the Complex Director of Front Office with the day-to-day operations of the Front Office. Lead, coach, and motivate Front Office team members to deliver exceptional service and consistently meet hotel standards. Supervise daily shifts, ensuring appropriate staffing, smooth operations, and effective communication between departments. Welcome and engage with guests, anticipating their needs and ensuring a positive arrival, stay, and departure experience. Handle guest concerns, complaints, and service recovery situations professionally and efficiently. Support check-in and check-out procedures, rooms assignments, billing inquiries, and other front desk functions as needed. Monitor guest feedback and identify opportunities to improve service and operational processes. Provide follow-up to all recovery guests to ensure consistent guest satisfaction. Assist with training, onboarding, and performance coaching in Front Office team associates. Maintain accurate cash handling, billing, and shift reports in accordance with hotel policies. Coordinate closely with Housekeeping, Engineering, Reservations, Security, and other departments to ensure seamless guest service. Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with hotel standards. Support scheduling and labor management to meet business needs while maintaining service standards. Actively participates in daily briefings and meetings. Ensure compliance with safety, security, emergency, and other hotel policies and procedures. Perform any other reasonable duties as required by management. Education High School diploma or equivalent or GED; 4 years' experience in guest services, front desk, housekeeping, or related professional area. OR 2- or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 4 years' experience in guest services, front desk, housekeeping or related professional area. Skills and Abilities Ability to communicate in the English language; Second language is a plus. Willing to work flexible schedules including holidays and weekends. Proficient in performing multiple tasks and assigning/delegating tasks to associates. Experience using software programs such as Microsoft Office (Word, Excel, and Outlook). Previous knowledge of PMS system preferred, including Opera or similar programs. Physical Requirements On a continuous basis, stand or walk for long periods of time. Intermittently twist to reach equipment or supplies surrounding desk. Use the telephone and computer keyboard daily. Must be physically fit to lift, pull, and push items up to 50 pounds. Also requires standing, walking, reaching, and bending throughout shift.