前台助理經理

Assistant Front Office Manager

As an Assistant Front Office Manager, you will support the Front Office Manager in overseeing the day-to-day operations of the Front Office and ensuring our guests receive a warm, seamless, and memorable experience.

You will lead and support Front Office colleagues, coordinate closely with other hotel departments, and take an active role in resolving guest concerns while maintaining high standards of service and operational efficiency.

Your day to day

• Support the Front Office Manager in managing daily Front Office operations and ensuring smooth and efficient service.
• Lead, coach, and motivate Front Office colleagues to deliver consistently excellent guest experiences.
• Monitor arrivals, departures, room status, occupancy, VIPs, groups, and special guest requirements.
• Ensure IHG One Rewards members and other priority guests receive appropriate recognition and benefits.
• Handle guest feedback, concerns, and complaints professionally and provide effective service recovery when needed.
• Conduct shift briefings and ensure important operational information is communicated effectively to the team.
• Coordinate closely with Housekeeping, Reservations, Engineering, Security, Food & Beverage, and other departments to support seamless hotel operations.
• Monitor Front Office procedures, cash handling, billing, credit, and other operational controls.
• Support colleague training, performance development, scheduling, and daily deployment.
• Assist in monitoring guest satisfaction results and identify opportunities to continuously improve the guest experience.
• Ensure Front Office areas are well presented and colleagues consistently maintain professional grooming and service standards.
• Assist with emergency situations and operational incidents and ensure appropriate procedures and reporting requirements are followed.
• Support the Front Office Manager with departmental reports, operational planning, and other administrative requirements.

What we need from you

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• At least 3–5 years of Front Office experience in a hotel environment, with previous supervisory experience preferred.
• Strong knowledge of Front Office operations, guest relations, and service recovery.
• Previous experience with a hotel Property Management System (PMS); knowledge of IHG systems is an advantage.
• Strong leadership and people-management skills with the ability to coach and motivate a team.
• Excellent communication and interpersonal skills.
• Confident in handling guest concerns and making sound operational decisions.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Guest-focused, professional, and passionate about delivering memorable experiences.
• Flexibility to work rotating shifts, including evenings, overnight shifts, weekends, and holidays.