Assistant Front Office Manager at Hyatt

About the role

• The Assistant Front Office Manager is to support the Front Office Manager in managing the daily operations of the Front Office Department, ensuring exceptional guest experiences, efficient service delivery, colleague development, revenue protection, and compliance with Hyatt brand standards, hotel policies, and operational procedures.
• The Assistant Front Office Manager serves as a departmental leader, ensuring that guests receive a warm welcome, personalised service, efficient check-in and check-out, and prompt resolution of concerns throughout their stay.

Responsibilties
Front Office Operations:

• Assist in managing the day-to-day operations of the Front Office, ensuring smooth and efficient service delivery across all shifts.
• Ensure that check-in, check-out, room allocation, billing, cashiering, and guest information procedures are performed accurately.
• Monitor room availability, arrivals, departures, VIP movements, room status, and occupancy levels.
• Coordinate with Housekeeping, Reservations, Sales, Revenue Management, Engineering, Security, and other departments to ensure seamless operations.
• Ensure appropriate shift handovers, accurate reports, and effective communication among colleagues.
• Act as the Manager on Duty when assigned.

Guest Experience and Service Excellence:

• Promote a culture of genuine hospitality, professionalism, courtesy, and personalised guest service.
• Ensure that all guests are welcomed warmly and attended to promptly.
• Handle guest complaints, service recovery, special requests, and escalated concerns professionally.
• Monitor guest feedback, online reviews, satisfaction scores, and recurring service issues.
• Ensure that VIPs, corporate guests, loyalty programme members, and repeat guests receive appropriate recognition and service.
• Anticipate guest needs and ensure timely follow-up on requests and complaints.

Colleague Leadership and Development:

• Supervise, coach, mentor, and motivate Front Office colleagues to achieve departmental objectives.
• Prepare or coordinate duty rosters, shift assignments, attendance monitoring, and deployment of colleagues.
• Conduct briefings, communicate operational priorities, and ensure effective shift handovers.
• Identify training needs and support the development of colleagues through on-the-job coaching and performance feedback.
• Participate in recruitment, induction, performance reviews, disciplinary processes, and succession planning as required.
• Promote teamwork, accountability, professional conduct, and compliance with hotel policies.

Revenue, Billing and Financial Controls:

• Support the Front Office Manager in achieving departmental revenue and cost-control objectives.
• Ensure accurate guest billing, cashiering, payment processing, deposits, refunds, and settlement of accounts in line with approved procedures.
• Monitor room upgrades, upselling opportunities, rate integrity, and compliance with authorised room rates.
• Ensure proper control of cash, credit transactions, house accounts, rebates, allowances, and billing adjustments.
• Investigate billing discrepancies and report suspected fraud, irregularities, or financial losses promptly.
• Support night audit procedures and ensure that outstanding balances and discrepancies are followed up appropriately.

Room Inventory and Revenue Coordination:

• Work closely with Reservations and Revenue Management to maximise room utilisation and revenue opportunities.
• Monitor room inventory, overbooking situations, early arrivals, late departures, room moves, and special room allocation requests.
• Ensure that room rates, packages, market segments, and guest profiles are accurately reflected in the hotel property management system.
• Support demand-management decisions and communicate changes in occupancy forecasts and operational requirements.
• Ensure that complimentary rooms, upgrades, and special concessions are properly authorised and documented.

Quality Assurance, Safety and Compliance:

• Ensure compliance with Hyatt brand standards, service procedures, standard operating procedures, and applicable hotel policies.
• Maintain confidentiality and security of guest information, payment details, and hotel records.
• Ensure compliance with fire safety, emergency response, access control, data protection, and other applicable safety requirements.
• Report incidents, accidents, suspicious activities, security concerns, and maintenance defects promptly.
• Participate in internal audits, brand quality assessments, and corrective action plans.
• Ensure that colleagues understand and follow applicable operational, legal, and regulatory requirements.

Administration and Reporting:

• Prepare and review shift reports, daily operational summaries, guest complaint reports, and other assigned departmental reports.
• Monitor guest feedback and service performance indicators, recommending corrective actions where necessary.
• Maintain accurate records of incidents, room changes, billing adjustments, colleague performance, and operational handovers.
• Support departmental budgeting, productivity monitoring, and implementation of improvement initiatives.
• Keep the Front Office Manager informed of operational challenges, guest concerns, staffing issues, and significant incidents.

Qualifications

• A Bachelor's Degree or Higher National Diploma (HND) in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related discipline.
• 3–5 years of relevant Front Office experience in an upscale or internationally branded hotel, preferably including supervisory responsibilities.
• Demonstrated experience in guest relations, front desk operations, cashiering, room inventory management, and complaint resolution.
• Previous experience as a Front Office Supervisor, Duty Manager, or equivalent supervisory position is an advantage.
• Experience working with a hotel property management system (PMS); knowledge of Opera or a comparable system is an advantage.
• Strong working knowledge of hotel service standards, front office procedures, and operational controls.