Assistant Front Office Manager

Assist the Front Office Manager with daily front office operations, including arrivals, departures, guest requests, billing concerns, room assignments, and service recovery. Provide leadership, coaching, and support to front desk associates, supervisors, and guest service team members. Serve as manager on duty when assigned, responding to guest concerns, operational issues, safety matters, and service opportunities. Monitor guest satisfaction, GSS/Guest Voice feedback, Marriott Bonvoy recognition, and Intent to Recommend performance. Resolve guest complaints professionally and creatively while protecting the guest experience and the hotel's business interests. Support room inventory management, upgrade strategy, oversell situations, group arrivals, VIP arrivals, and special requests. Partner with Housekeeping, Engineering, Sales, Accounting, Loss Prevention, Food & Beverage, and other departments to ensure smooth hotel operations. Assist with training, onboarding, performance coaching, scheduling support, and associate engagement within the Front Office department. Ensure compliance with Marriott brand standards, hotel policies, cash handling procedures, credit card policies, privacy standards, and safety requirements. Review shift activity, pass-on communication, operational reports, guest incidents, and follow-up items to ensure accountability and consistency. Support service recovery initiatives and help identify trends that impact guest satisfaction and front office performance. Maintain a professional leadership presence in the lobby and serve as a visible resource for both guests and associates. Flexible schedule required, including evenings, weekends, holidays, and manager-on-duty shifts.