Assistant Front Office Manager

Description

As our Assistant Front Office Manager, you will be involved with all aspects of the front office operations. You will be responsible for ensuring the overall success of the front desk, guest satisfaction, and product quality standards are being met or exceeded.

As Assistant Front Office Manager, you are a key driver of front-of-house excellence, brand compliance, and guest loyalty. This role is hands-on and performance-focused, with direct responsibility for Marriott brand standards, passing BSA audits, improving GSS and Intent to Recommend (ITR) scores, and leading a high-performing front desk team. You will also oversee front desk scheduling and own the profitability and presentation of the hotel gift shop.

This position may require flexible scheduling availability.

Requirements

Job Requirements:

Brand Standards & Guest Satisfaction

• Lead front desk operations in full alignment with Marriott brand standards and service expectations
• Drive improvement in GSS and ITR scores through coaching, accountability, and daily service execution 
• Ensure the hotel is always BSA-ready; proactively address gaps related to service, cleanliness, safety, and compliance 
• Actively engage with guests to resolve concerns, recover service failures, and protect the guest experience 

Front Desk Leadership & Scheduling

• Supervise, coach, and develop front desk associates to deliver consistent, on-brand service 
• Create and manage front desk schedules aligned with labor budgets and business forecasts 
• Ensure proper coverage, shift accountability, and performance standards across all desk shifts 
• Partner with leadership on recruiting, onboarding, training, performance feedback, and corrective action

Operational & Financial Oversight

• Ensure cash handling, financial controls, and audit procedures are followed consistently 
• Monitor daily arrivals, departures, and room inventory; manage oversold situations and room-type constraints professionally 
• Coordinate closely with Housekeeping and Engineering to ensure only clean, functional rooms are assigned at check-in 

Gift Shop Performance

• Own gift shop operations, including product availability, pricing discipline, merchandising, and inventory controls 
• Drive incremental revenue through visibility, associate engagement, and guest communication 
• Monitor sales trends and partner with leadership to improve profitability 

Guest Experience & Collaboration

• Confidently communicate hotel services, amenities, and local recommendations to enhance the guest stay 
• Work cross-functionally with all departments to ensure seamless operations and consistent guest messaging

Job Qualifications:

• Prior hotel front office or supervisory experience preferred
• Working knowledge of hotel PMS systems (Marriott experience a plus) 
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment 
• Service-driven leader who can coach, hold standards, and lead by example 
• Calm, professional problem-solver who performs well under pressure 
• Approachable, guest-focused, and visible on the floor 
• Valid driver’s license preferred

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. While performing the duties of this job, the employee is regularly required to lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance 
• HSA & FSA plans available! 
• Dependent care FSA
• Identity Theft Protection Insurance 
• Commuter benefits including transit & parking 
• Pet Insurance 
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program 
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services 
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program
• Free room nights at our hotels and employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand 
• Team Member recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work 
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.