Assistant Director of Front Office

We are currently seeking passionate, dynamic, and guest-focused Front Office professionals who pride themselves on delivering exceptional levels of customer service and creating memorable guest experiences.

As an Assistant Director of Front Office, you will be responsible for supporting the Director of Front Office in leading, managing, and overseeing all sections of the Front Office Department, ensuring the highest standards of service, operational efficiency, and guest satisfaction.

Key Responsibilities:

• Supervise and monitor Front Office colleagues to ensure guests receive prompt, professional, and personalized service, with a strong emphasis on guest recognition and satisfaction.
• Maintain effective communication and coordination with other hotel departments, particularly Housekeeping, to ensure smooth daily operations and efficient service delivery.
• Establish and maintain positive working relationships with colleagues, promoting teamwork, engagement, and a professional working environment.
• Assist the Director of Front Office in managing colleague-related matters, including performance evaluations, coaching, training, and development.
• Support the preparation of statistical, operational, performance, and forecasting reports to assist with annual budgeting, strategic planning, and management decision-making.
• Monitor and control departmental expenses, ensuring efficient resource utilization and adherence to approved budgets.
• Support the daily operations of all Front Office sections, ensuring compliance with hotel policies, procedures, and established service standards.
• Handle guest feedback, concerns, and complaints professionally, ensuring timely resolutions and continuous improvement in guest satisfaction.
• Assist in identifying opportunities to enhance operational efficiency, service quality, and overall departmental performance.

Requirements

Education, Qualifications & Experience

• Ideally, a degree or diploma in Hospitality Management or a related field.
• Minimum of three years of experience in the Front Office department within a hotel, preferably in a supervisory or managerial role.
• Excellent written and spoken English communication skills.
• Professional appearance, strong interpersonal skills, and the ability to resolve problems effectively.
• Proven knowledge of upselling techniques, revenue maximization, and Front Office operations.
• Strong computer literacy, with previous experience using Opera PMS considered a significant advantage.
• Good understanding of departmental budgeting, forecasting, and operational performance.

Knowledge & Competencies

The ideal candidate should be positive, proactive, and guest-focused, with an outgoing, charismatic, and approachable personality. The candidate must demonstrate strong leadership skills, the ability to motivate and develop colleagues, and a commitment to delivering exceptional guest experiences. Excellent relationship-building abilities, adaptability, and the ability to manage operations effectively in a fast-paced, multicultural environment are essential.

Key Competencies:

• Understanding the Business
• Influencing Outcomes
• Planning for Business
• Team Building
• Valuing Diversity
• Leading People
• Adaptability
• Drive for Results
• Customer Focus
• Managing Operations