Assistant Manager Guest Services / Duty Manager – Front Office

About the role

The Assistant Manager Guest Services / Duty Manager will lead front office operations, ensuring smooth check‑in and check‑out processes, loyalty program enrollment and accurate reporting. This role supervises the front desk team, drives training initiatives and maintains high standards of guest service.

Key responsibilities

• Oversee day‑to‑day front desk operations, including guest check‑ins, check‑outs and loyalty program enrollment.
• Supervise and manage the front office team during assigned shifts, fostering a culture of excellence and accountability.
• Lead onboarding and training initiatives to develop team members' skills and competencies.
• Handle guest inquiries and concerns with empathy, resolving issues efficiently and transparently.
• Manage emergency situations and security concerns in line with hotel procedures.
• Monitor front office performance metrics, provide actionable feedback and support operational improvements.

Required profile

• Minimum 4 years of experience in a similar front office role.
• Advanced proficiency with Opera Cloud and other front office management systems.
• Strong knowledge of front office procedures, protocols and best practices.
• Proven ability to supervise, train and motivate team members.
• Excellent communication and interpersonal skills for engaging multiple stakeholders.
• Flexibility to work varied shifts, including mornings, evenings, nights, weekends and holidays.