Assistant Front Office Manager
Millennium Hotels and Resorts
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Benefits offered by this job
Job summary
M Social Sunnyvale, part of Millennium Hotels & Resorts, is seeking an experienced Assistant Front Office Manager to lead daily Front Office operations and guest services at our Sunnyvale property. You will drive service excellence, coach teams, and ensure smooth check-in/check-out while maintaining brand standards.
You will partner with Housekeeping, Engineering, F&B, and Revenue Management to deliver memorable guest experiences and optimize room revenue in a fast-paced lifestyle hotel setting.
Qualifications
- Minimum 2–3 years of Front Office experience in a hotel with supervisory or leadership responsibilities.
- Ability to coach, motivate, and support Front Office teams while maintaining service standards.
- Strong guest relations, problem-solving, and cash handling knowledge.
Responsibilities
- 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 to staff.
- Foster a positive, collaborative, guest-focused work environment.
- Serve as Manager on Duty as assigned and lead during designated shifts.
- Assist with training, onboarding, and development of new Front Office team members.
- Oversee check-in/check-out, guest services, billing, and room inventory management.
Skills
Education
Tools
Job description
Hotel Name: M Social Sunnyvale
Location: Onsite – Sunnyvale, CA
Salary Range: $75,000.00- $80,000.00
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.
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.
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.
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.
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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.
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.
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