Assistant Front Office Manager

Delta Marriott Hotels Celebration Orlando; Kissimmee (FL); On-site; USD 54,000 - 56,000; Full time

Job summary

Delta Marriott Hotels Celebration Orlando is looking for an Assistant Front Office Manager to oversee the daily operations of the front desk and guest services. The role involves training staff, managing guest escalations, and ensuring exceptional service delivery.

The ideal candidate will have at least 2 years of guest services experience and demonstrated leadership skills. Compensation ranges from $54,000 to $56,000 yearly, with a preference for prior Marriott experience.

Qualifications

• Minimum 2 years of guest services or front desk experience.
• 1-2 years in a supervisory or leadership role required.
• Strong knowledge of hotel systems and interpersonal skills.

Responsibilities

• Lead the guest services team in delivering exceptional service.
• Resolve complex customer complaints and maintain guest satisfaction.
• Manage staff training and departmental schedules.

Skills

Guest services experience

Supervisory skills

Communication skills

Conflict-resolution skills

Knowledge of hotel PMS

Education

High school diploma or GED

Bachelor’s degree in Hospitality Management or Business Administration

Tools

Property Management Systems (PMS)

Point of Sale (POS) systems

Microsoft Office Suite

Job description

Exciting time to join our busy hotel as an Assistant Front Office Manager. The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of a hotel’s reception, guest services, and concierge teams. Key duties include training staff, handling guest escalations, managing shift schedules, and ensuring seamless coordination with Housekeeping and Revenue Management to optimize room inventory and maximize revenue.

Responsibilities

The Assistant Front Office Manager (AFOM) leads the guest services team in delivering exceptional, welcoming, and personalized service. Reporting to the Front Office Manager, this hands-on role is responsible for ensuring brand standards, supervising daily floor operations, and acting as the primary manager-on-duty for guest issues and emergencies when the manager is unavailable.

• Act as a visible presence in the lobby, actively engaging with guests and ensuring a seamless arrival and departure experience.
• Resolve complex customer complaints and handle service recovery effectively to maintain high Guest Satisfaction Scores (GSS).
• Coordinate VIP arrivals, special requests, and group check-ins with relevant departments (Sales, Events, Housekeeping).
• Assist in recruiting, training, and mentoring front desk and guest service associates.
• Create and manage department schedules to meet business demands while monitoring labor costs.
• Conduct performance evaluations, provide ongoing feedback, and foster a positive, supportive work environment.
• Oversee daily cash handling, shift balancing, and audit readiness.
• Ensure accuracy of room inventory, rates, and guest profiles.
• Maximize revenue opportunities by coaching staff on upselling strategies and room allocations.
• Enforce all hotel safety, security, and compliance policies.

Qualifications

• Minimum 2 years of progressive guest services or front desk experience, with at least 1-2 years in a supervisory or leadership role.
• High school diploma or GED required. A bachelor’s degree in Hospitality Management or Business Administration is highly preferred.
• Strong working knowledge of hotel Property Management Systems (PMS), Point of Sale (POS) terminals, and Microsoft Office Suite.
• Excellent interpersonal, communication, and conflict-resolution skills. Must thrive in a fast-paced environment and make quick, efficient decisions under pressure.
• Marriott experience preferred.

Compensation

$54,000 - $56,000 yearly