Assistant Operations Manager (Front Office)

Job Summary:

You’ll play a key role in leading frontline teams, driving service excellence, and supporting operational efficiency through effective coordination and supervision.

Key Responsibilities:

• Collaborate with Operations Managers to ensure smooth and efficient Front Office operations.
• Oversee day-to-day front desk operations, ensuring seamless guest arrival, stay, and departure experiences.
• Lead, coach, and guide team members to maintain high levels of guest satisfaction.
• Handle guest feedback, service recovery, and escalations promptly and professionally.
• Work closely with other departments (Housekeeping, Concierge, Engineering) to meet guest expectations.
• Support implementation of Front Office procedures, systems, and service standards.
• Monitor daily operations and identify opportunities for improvement.
• Maintain accurate records and reports using PMS and operational tools.
• Support training and development of team members.
• Participate actively in emergency response procedures to ensure guest and staff safety.

Requirements:

• Minimum Diploma or Degree in Hospitality or Tourism Management.
• At least 5 years of experience in Front Office or Guest Relations, preferably in a 5-star hotel.
• Proven experience in a supervisory or team leadership role.
• Strong leadership, communication, and interpersonal skills.
• Ability to work independently and collaboratively within a team.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Familiarity with Opera PMS.
• Strong problem-solving skills and ability to perform under pressure.