Assistant Front Office Manager

Millennium & Copthorne Hotels; Sunnyvale (CA); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company M 

Paid Time Off & Paid Holidays

Hotel Room Discounts across our global

Job summary

M Social Sunnyvale is seeking an Assistant Front Office Manager to guide daily Front Office operations, guest services, and team leadership from arrival to departure. You will supervise Front Desk, Guest Services, Night Audit, and Bell/Valet, delivering exceptional guest experiences and ensuring service excellence.

This role demands hands-on leadership, training, and collaboration across departments to maintain brand standards, drive guest satisfaction, and support revenue goals.

Qualifications

• Minimum 2–3 years of Front Office experience in a hotel with supervisory or leadership experience.
• Strong guest relations, service recovery, and conflict resolution skills.
• Experience with Front Office operations and PMS knowledge (Opera Cloud preferred).

Responsibilities

• Lead daily pre‑shift meetings and communicate operational priorities.
• Oversee check‑in/check‑out, guest services, and daily Front Office procedures.
• Serve as Manager on Duty and provide leadership across Front Office operations.
• Collaborate with Housekeeping and other departments to ensure seamless guest experiences.

Skills

Leadership

Front Office Operations

Guest Experience

Coaching

Communication

Scheduling

Education

High school diploma or equivalent

Bachelor's degree in Hospitality Management or related field

Tools

Opera Cloud

Job description

Hotel Name: M Social Sunnyvale
Location: Onsite – Sunnyvale, CA
Salary Range: $75,000.00- $80,000.00

Join the Team at M Social Sunnyvale

At M Social Sunnyvale, we don’t just welcome guests—we create moments, spark connections, and bring energy to every interaction. Designed for the young at heart, M Social delivers a bold and vibrant hospitality experience.

About M Social Sunnyvale

As the first ground-up M Social in the U.S., this innovative property features 263 rooms, a dynamic courtyard, and the signature Beast & Butterflies social hub. Located in Silicon Valley, the hotel blends technology, design, and social connectivity to create a unique guest experience.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, our hotel is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach.

At Millennium, we are guided by our core values:

• Passion for Hospitality – Delivering meaningful and memorable guest experiences
• Entrepreneurial – Taking ownership and acting with agility
• Innovation & Progressive – Continuously improving how we operate and serve
• Solutions & Results Oriented – Staying adaptable and focused on results

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role:

As our Assistant Front Office Manager, you will support the Front Office Manager in leading the daily operations of the Front Office while creating exceptional guest experiences from arrival through departure. You will provide hands‑on leadership across Front Desk, Guest Services, Night Audit, and Bell/Valet operations while supporting service excellence, operational efficiency, and team engagement.

This is a highly visible, guest‑facing leadership role. You will serve as a Manager on Duty when assigned, support the Front Office team during peak periods, and act as a key resource for guest concerns, operational challenges, and service recovery.

This role is ideal for an emerging hospitality leader who is passionate about guest experience, enjoys developing others, and is ready to grow their leadership career in a fast‑paced lifestyle hotel.

Your Impact – Front Office Leadership

You will help shape the guest journey by supporting a Front Office culture built around energy, genuine hospitality, accountability, and personalized service. Working closely with the Front Office Manager, you will help create seamless arrivals and departures, develop a confident and engaged team, and bring the personality of M Social Sunnyvale to life at every guest touchpoint.

What You’ll Be Doing

Leadership & Ownership

• Support the Front Office Manager with the daily leadership and operation of the Front Office department
• Supervise, coach, and support Front Desk Agents, Guest Services, Night Auditors, Bell Staff, and other Front Office team members
• Lead daily pre‑shift meetings and communicate operational priorities
• Provide real‑time coaching, feedback, and recognition
• Foster a positive, collaborative, and guest‑focused work environment
• Serve as Manager on Duty as assigned and provide leadership across the hotel during designated shifts
• Assist with training, onboarding, and development of new Front Office team members

Front Office Operations

• Oversee check‑in, check‑out, guest services, cash handling, and daily Front Office procedures
• Support accurate room assignments, billing, guest profiles, and account management
• Monitor arrivals, departures, occupancy, room inventory, and room availability
• Coordinate closely with Housekeeping on room readiness and priority rooms
• Review shift reports, traces, special requests, and operational handoffs
• Support Night Audit processes and daily Front Office reconciliation
• Maintain consistent execution of brand standards and operating procedures
• Step into Front Desk operations during high‑volume periods as needed

Guest Experience & Service Recovery

• Create personalized and memorable guest experiences throughout the guest journey
• Personally support VIP arrivals, group check‑ins, special occasions, and high‑profile guests
• Anticipate guest needs and proactively identify opportunities to elevate the experience
• Respond to guest concerns with professionalism, empathy, and a solutions‑oriented approach
• Take ownership of service recovery and follow through on guest concerns
• Monitor guest feedback and identify recurring service opportunities
• Support initiatives that strengthen guest satisfaction, loyalty, and online reputation

Financial & Business Performance

• Support departmental revenue and profitability goals
• Assist with scheduling, labor management, and Front Office productivity
• Monitor cash handling, deposits, adjustments, and financial procedures
• Support room upgrade and upselling initiatives
• Review operational reports and identify opportunities to improve performance
• Help maintain appropriate staffing levels based on occupancy and business demand

Team Collaboration

• Partner closely with Housekeeping, Engineering, Food & Beverage, Sales, Security, Reservations, and Revenue Management
• Coordinate room readiness, VIP arrivals, group movements, and special requests
• Support group arrivals, meetings, special events, and hotel activations
• Communicate guest needs and operational priorities effectively across departments
• Build strong working relationships that contribute to a seamless hotel experience

People Leadership

• Assist with recruiting, interviewing, onboarding, and training Front Office team members
• Coach team members on service standards, systems, and operational procedures
• Support performance conversations and corrective action processes in partnership with the Front Office Manager and Human Resources
• Recognize strong performance and encourage professional growth
• Help create an engaging environment where team members feel connected and supported

Safety & Compliance

• Follow company policies, safety procedures, and hotel standards
• Maintain confidentiality and protect guest information
• Follow PCI, cash handling, key control, and data privacy requirements
• Support emergency procedures and hotel safety initiatives
• Respond appropriately to guest and operational incidents and complete required documentation

• Passion for hospitality and creating exceptional guest experiences
• Strong leadership and interpersonal skills
• Excellent communication and problem‑solving abilities
• Strong organizational and time management skills
• Ability to make sound decisions and remain composed during challenging situations
• Hands‑on leadership style with a willingness to support the operation wherever needed
• Flexibility to work mornings, evenings, overnight shifts, weekends, holidays, and varying schedules based on business needs

Leadership Requirements

• Minimum 2 to 3 years of Front Office experience in a hotel environment, including supervisory or leadership experience
• Proven ability to coach, motivate, and support Front Office teams
• Strong guest relations, service recovery, and conflict resolution skills
• Experience supporting scheduling, labor productivity, and daily departmental operations
• Ability to serve as Manager on Duty and confidently make operational decisions
• Demonstrated commitment to guest satisfaction and service excellence

Technical / Role‑Specific Requirements

• Strong knowledge of hotel Front Office operations and guest service standards
• Experience with hotel Property Management Systems, with Opera Cloud or similar PMS experience preferred
• Knowledge of reservations, room inventory, billing, payment processing, and guest account management
• Understanding of Night Audit procedures and hotel accounting fundamentals
• Experience with Microsoft Office Suite and hotel reporting systems
• Understanding of room revenue, occupancy, upgrades, and Front Office upselling opportunities
• Ability to review operational reports and translate information into daily priorities

Preferred Qualifications

• Experience in a lifestyle, luxury, upscale, or full‑service hotel preferred
• Previous hotel opening or pre‑opening experience preferred
• Experience with VIP arrivals, group movements, and high‑volume Front Office operations
• Opera Cloud experience strongly preferred
• Bilingual abilities are a plus
• Demonstrated interest in growing into broader Front Office or Rooms leadership roles

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift
• Occasionally lift, carry, push, and pull up to 25 pounds
• Ability to move throughout all areas of the hotel as operational needs require
• Comfortable working in a fast‑paced, guest‑facing environment

Education

• High school diploma or equivalent required
• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred
• Equivalent combination of education and relevant experience will be considered

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long‑term success:

• Medical, Dental & Vision Insurance
• Company‑paid Life and AD&D Insurance
• Short‑Term and Long‑Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.
If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.