Assistant Manager Guest Services / Duty Manager – Front Office

About the role

We are looking for an experienced Assistant Manager Guest Services / Duty Manager to lead our Front Office team. You will ensure smooth daily operations, deliver exceptional guest experiences, and support the overall performance of the hotel.

Key responsibilities

• Oversee day‑to‑day front desk activities, including check‑ins, check‑outs, loyalty enrolments and reporting.
• Supervise the front office team during assigned shifts, promoting excellence and accountability.
• Lead onboarding and training programs to develop staff skills.
• Provide outstanding guest service, building loyalty and exceeding expectations.
• Handle guest inquiries and resolve issues with empathy and professionalism.
• Manage emergencies and security incidents according to hotel protocols.
• Monitor performance metrics and give actionable feedback.
• Collaborate with other departments to ensure seamless operations.
• Maintain accurate records, reports and documentation.
• Support the Front Office Manager with operational improvements and strategic initiatives.

Required profile

• Minimum 4 years of experience in a similar front office role.
• Strong knowledge of front office procedures, protocols and best practices.
• Proven ability to supervise, train and motivate teams.
• Excellent communication and stakeholder‑engagement skills.
• Effective problem‑solving and conflict‑resolution capabilities.
• Highly organized with meticulous attention to detail.
• Independent decision‑making regarding safety and guest well‑being.
• Customer‑focused mindset and commitment to service excellence.
• Resilient and adaptable in a fast‑paced environment.
• Willingness to work varied shifts, including nights, weekends and holidays.
• Leadership style that is collaborative and inclusive.
• Analytical ability to interpret data and drive performance improvements.

Required skills

• Advanced proficiency with Opera Cloud and other front office management systems.

What we offer

• Opportunity to grow within a global hospitality brand.
• Dynamic work environment with a focus on responsible hospitality.
• Training and development programs to enhance your career.