Assistant Front Office Manager

Holiday Inn Newark International Airport; Newark (NJ); On-site; USD 55,000 - 70,000; Full time

Job summary

Holiday Inn Newark International Airport is seeking an Assistant Front Office Manager with 3+ years of total guest services experience to support the Front Office Manager in daily Front Desk operations and to drive guest satisfaction, service quality, and efficiency.

The role focuses on leading evening operations, supervising Front Desk staff, resolving guest concerns, and ensuring adherence to brand standards, while maximizing room revenue and controlling expenses.

Qualifications

• Minimum 3 years total guest services or hospitality experience, preferably hotel Front Office.
• Experience in a supervisory role (1 year) and front desk operations.
• Strong knowledge of Front Desk operations, guest relations and service standards.
• Experience with OPERA PMS is preferred.

Responsibilities

• Oversee PM shift operations and assist Front Office Manager with daily Front Desk operations.
• Ensure efficient check-in/check-out, staffing, scheduling, and delegation of responsibilities.
• Monitor room availability, VIP guests, and special requests; maintain daily reports and cash handling.
• Coordinate with Housekeeping, Maintenance, Sales and other hotel departments.
• Lead, coach and develop Front Desk team; conduct shift briefings and performance feedback.
• Support achieving hotel financial goals and upsell opportunities.

Skills

Guest services

Leadership

Communication

Problem solving

Multilingual

Time management

Staff development

Tools

OPERA PMS

Job description

Seeking an Assistant Front Office Manager with 3+ years’ total guest services experiencein supporting the Front Office Manager in overseeing the daily operations of the Front Desk to ensure exceptional guest satisfaction, high-quality service, and operational efficiency. This position plays an important leadership role in maintaining hotel standards, maximizing room revenue, controlling expenses, and ensuring compliance with company and brand standards.

The Assistant Front Office Manager is primarily responsible for overseeing PM shift operations, providing leadership and direction to Front Desk team members, resolving guest concerns, and ensuring a smooth and efficient evening operation. The ideal candidate is a hands-on hospitality professional with strong leadership, communication, problem-solving, and guest service skills.

We are a drug-free workplace and participate in E-Verify.

What you will be doing

Roles and Responsibilities:This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Front Office Operations

• Assist the Front Office Manager with the overall management and daily operations of the Front Desk.
• Oversee PM shift operations, ensuring efficient check-in, check-out, and guest service procedures.
• Ensure proper staffing, scheduling, and delegation of responsibilities to maintain smooth operations.
• Monitor room availability, room assignments, arrivals, departures, VIP guests, and special requests.
• Ensure accurate completion of daily reports, shift checklists, cash handling, and front desk procedures.
• Maintain communication and coordination with Housekeeping, Maintenance, Sales, and other hotel departments.
• Ensure compliance with hotel policies, brand standards, and operational procedures.

Guest Satisfaction and Service Excellence

• Promote a guest-focused culture and ensure every guest receives exceptional service.
• Handle guest complaints, concerns, and service recovery situations professionally and promptly.
• Monitor guest feedback, online reviews, and satisfaction scores, identifying opportunities for improvement.
• Anticipate guest needs and ensure special requests and VIP arrangements are handled appropriately.
• Empower Front Desk associates to resolve guest issues and deliver memorable guest experiences.

Team Leadership and Development

• Supervise, coach, train, and motivate Front Desk associates.
• Provide guidance and leadership to team members during evening operations.
• Assist with onboarding and training new employees.
• Monitor employee performance and provide constructive feedback.
• Promote teamwork, accountability, professionalism, and positive employee relations.
• Assist the Front Office Manager with scheduling, attendance, performance evaluations, and disciplinary matters as needed.
• Conduct shift briefings and ensure effective communication between shifts.

Financial and Revenue Management

• Support the achievement of hotel financial goals and departmental budgets.
• Ensure accurate billing, payment processing, cash handling, and credit procedures.
• Identify opportunities to maximize room revenue through upselling and effective room inventory management.
• Ensure proper authorization and documentation of refunds, adjustments, and complimentary accommodations.

Safety, Security, and Compliance

• Ensure adherence to hotel safety, security, and emergency procedures.
• Maintain accurate guest records and protect confidential guest information.
• Follow established cash-handling and accounting procedures.
• Ensure compliance with corporate, franchise, and property-specific policies.
• Assist with emergency situations and provide leadership during unexpected operational challenges.

Requirements:Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

• Minimum of 3 years of total guest services or hospitality experience, preferably in a hotel Front Office environment (1 year of supervisory & 2 years front desk agent).
• IHG Brand experience preferred but not required.
• Experience in a Union environment a plus
• Strong understanding of Front Desk operations, guest relations, and hotel service standards.
• Experience with hotel Property Management Systems (PMS), particularly OPERA
• Strong communication skills - both verbal and written, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient personal computer skills inclusive of e-mail, record-keeping, word processing, and spreadsheets, etc.
• Strong leadership skills with the ability to motivate and develop team members.
• Bilingual or multilingual capabilities are a plus
• Ability to handle multi-line phone systems and provide effective guest relations
• Ability to work evenings, weekends, and holidays as required.

Skills and Competencies

• Exceptional customer service and guest relations.
• Leadership, coaching, and team development.
• Conflict resolution and service recovery.
• Operational planning and organization.
• Attention to detail and accuracy.
• Professional communication and interpersonal skills.
• Ability to make sound decisions independently.
• Strong teamwork and cross-departmental collaboration.

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.

Source: Hospitality Online