Assistant Front Office Manager: Guest Experience Leader

Ensemble; Menlo Park (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Ensemble, a hospitality brand in Menlo Park, seeks an Assistant Front Office Manager to elevate guest experiences and streamline front desk operations. You will support the Front Office Manager in daily activities, ensuring exceptional service and smooth hotel operations.

This role requires strong communication, leadership, and a passion for hospitality management in a fast-paced environment; prior experience with OPERA PMS and guest relations is preferred.

Qualifications

• Proven experience in hospitality management or front desk operations.
• Strong knowledge of OPERA PMS and hotel software.
• Exceptional customer service with a focus on problem-solving and guest communication.
• Multilingual or bilingual abilities are highly desirable to serve diverse guest populations effectively.
• Familiarity with hotel emergency procedures and night audit processes.
• Excellent communication skills both over the phone and in person.
• Prior experience in resort settings or large-scale hotel operations is a plus.

Responsibilities

• Assist in supervising front desk staff to ensure efficient check-in/check-out procedures and guest services.
• Support the management of hotel reservations using property management systems (PMS) such as OPERA or similar platforms.
• Handle guest inquiries, complaints, and requests with professionalism and enthusiasm, ensuring positive guest relations.
• Oversee night audit processes to reconcile daily financial transactions accurately and efficiently.
• Maintain knowledge of hotel emergency procedures and ensure staff adherence to safety protocols.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs promptly.
• Manage phone communication with excellent phone etiquette, providing clear information and resolving issues proactively.
• Other duties assigned by management

Skills

Hospitality management

Front desk operations

Customer service

Communication

Multilingual

OPERA PMS

Tools

OPERA PMS

Hotel management software

Job description

Ensemble, a hospitality brand in Menlo Park, seeks an Assistant Front Office Manager to elevate guest experiences and streamline front desk operations. You will support the Front Office Manager in daily activities, ensuring exceptional service and smooth hotel operations.

This role requires strong communication, leadership, and a passion for hospitality management in a fast-paced environment; prior experience with OPERA PMS and guest relations is preferred.