Assistant Front Office Manager
Embassy Suites by Hilton – Palmdale, California
Position Summary
The Assistant Front Office Manager assists in overseeing all Front Office operations, ensuring exceptional guest service, efficient hotel operations, and compliance with Hilton brand standards. This position supports the Front Office Manager in supervising front desk staff, resolving guest concerns, driving guest satisfaction, maximizing room revenue, and maintaining operational excellence. The Assistant Front Office Manager serves as the manager on duty when required and acts as a role model for Hilton hospitality.
Essential Duties & Responsibilities
Guest Service & Operations
- Ensure all guests receive exceptional service from arrival through departure.
- Oversee daily front desk operations including check-in, check-out, room assignments, and guest requests.
- Respond promptly and professionally to guest complaints and service recovery situations.
- Recognize VIP and Hilton Honors guests and ensure personalized service.
- Maintain lobby presence during peak business periods.
Team Leadership
- Supervise Front Desk Agents, Night Auditors, Bell Staff, and Guest Service personnel.
- Assist with recruiting, onboarding, training, coaching, and performance management.
- Conduct shift briefings and departmental meetings.
- Ensure team members maintain Hilton service standards and professional appearance.
- Foster teamwork and positive employee relations.
Revenue & Financial Management
- Support room revenue optimization through upselling and room inventory management.
- Monitor occupancy levels and staffing requirements.
- Assist with cash handling controls, audits, and financial procedures.
- Review reports and ensure accuracy of guest accounts and billing.
Compliance & Quality Assurance
- Ensure compliance with Hilton brand standards, safety procedures, and company policies.
- Maintain knowledge of Hilton systems and front office procedures.
- Monitor guest satisfaction scores and implement improvement plans.
- Assist with quality assurance inspections and operational audits.
Interdepartmental Coordination
- Partner with Housekeeping, Engineering, Sales, and Food & Beverage departments to ensure seamless guest experiences.
- Communicate room status updates and operational priorities.
- Support special events, group arrivals, and VIP functions.
Qualifications
- High School Diploma required; Associate's or Bachelor's degree preferred.
- Minimum 2 years of hotel front office experience.
- Previous supervisory or leadership experience preferred.
- Hilton OnQ experience preferred.
- Strong guest service, communication, and conflict-resolution skills.
- Ability to work flexible schedules including weekends, holidays, and evenings.
- Proficient with hotel property management systems and Microsoft Office.
Key Competencies
- Guest Service Excellence
- Leadership & Team Development
- Problem Solving & Decision Making
- Revenue Awareness
- Communication Skills
- Attention to Detail
- Conflict Resolution
- Time Management
- Hilton Brand Standards Knowledge
Physical Requirements
- Ability to stand and walk for extended periods.
- Ability to lift up to 25 pounds occasionally.
- Ability to work in a fast-paced hotel environment.
- Ability to respond to emergency situations as needed.
