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About the Role

The Assistant Front Office Manager supports the Front Office Manager in leading daily Front Office operations and delivering an exceptional guest experience. This role provides a consistent leadership presence, with a primary focus on PM and evening operations, while ensuring Front Desk standards, procedures, and service expectations are consistently maintained.

Responsibilities

• Lead PM and evening Front Office operations, providing a consistent management presence during assigned shifts.
• Support the Front Office Manager with daily departmental operations, follow-up, and operational priorities.
• Supervise Front Desk activities, including guest check-in and checkout, reservations, billing, room assignments, upgrades, and guest requests.
• Monitor lobby activity, presentation, and overall guest experience to ensure hotel service standards are consistently maintained.
• Ensure effective communication and operational handoffs between AM, PM, and overnight teams.
• Assist with Manager on Duty (MOD) responsibilities as assigned.
• Coordinate with Housekeeping, Engineering, Reservations, Food & Beverage, and other departments to resolve operational issues and support a seamless guest experience.
• Support night audit and daily reconciliation procedures as needed and assist in identifying or resolving discrepancies.
• Serve as a point of escalation for guest concerns, complaints, and special requests.
• Handle service recovery promptly and professionally while identifying solutions that support guest satisfaction and hotel standards.
• Anticipate guest needs and ensure appropriate follow-through on requests, preferences, and special occasions.
• Monitor guest feedback and support initiatives designed to improve satisfaction, loyalty, and positive reviews.
• Ensure Front Office communication, including in-person, telephone, and digital interactions, reflects the hotel's service standards.
• Lead, motivate, coach, and support Front Desk team members during assigned shifts.
• Provide real-time feedback and coaching to reinforce service and operational expectations.
• Support the training and onboarding of new Front Office team members.
• Assist with employee accountability and documentation in partnership with the Front Office Manager and People & Culture.
• Help reinforce departmental policies, procedures, attendance expectations, grooming standards, and service standards.
• Promote a positive, professional, and collaborative work environment.
• Monitor adherence to Front Office procedures, including check-in/checkout, payment collection, reservation notes, folio accuracy, guest communication, room upgrades, and billing.
• Maintain accurate guest, reservation, billing, and communication records.
• Support the proper and consistent use of Front Office systems, including HMS Infor, Canary, Revinate, HotSOS, and Workday.
• Assist with departmental reporting, shift documentation, communication logs, and operational follow-up.
• Ensure compliance with hotel emergency procedures, safety protocols, security standards, and applicable policies.

Requirements

• Previous experience in Front Office, Front Desk, Guest Services, or hotel operations required.
• Previous supervisory or leadership experience strongly preferred.
• Experience working in a luxury, full-service, resort, or upscale hotel environment preferred.
• Strong knowledge of Front Office operations, reservations, billing, guest relations, and service recovery.
• Experience with hotel property management systems required.
• Experience with HMS Infor or similar PMS platforms preferred.
• Familiarity with systems such as Canary, Revinate, HotSOS, and Workday is a plus.
• Demonstrated ability to lead and coach employees in a fast-paced hospitality environment.
• Strong problem-solving skills with the ability to remain professional and composed when addressing guest or operational concerns.
• Excellent verbal and written communication skills with strong telephone and guest communication etiquette.
• Strong attention to detail, organization, and ability to manage multiple priorities simultaneously.
• Knowledge of hotel safety, security, and emergency procedures.
• Bilingual or multilingual abilities are preferred but not required.

Skills

• Front Office operations
• Front Desk operations
• Guest Services
• Hotel operations
• Supervisory skills
• Leadership skills
• Guest relations
• Service recovery
• Hotel property management systems
• HMS Infor
• Canary
• Revinate
• HotSOS
• Workday
• Problem-solving
• Communication skills
• Attention to detail
• Organization
• Time management
• Safety procedures
• Security procedures
• Emergency procedures

Location

• Onsite

Work Type

• Full-time

Experience Level

• Supervisory experience preferred

About the Company

• Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach.
• We are a family focused company committed to long term holds that enable us to grow our business and our team members.
• Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do.
• We are focused on long-term value creation and sustainable growth.
• Our Guiding Principles: Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

Equal Opportunity

• We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.
• This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.