Assistant Front Office Manager

Role overview

The Assistant Front Office Manager supports the Front Office Manager in running day-to-day front office operations and guiding the team. This role covers Bell/Door staff, Switchboard, and Guest Services/Front Desk functions. The position helps ensure smooth arrival and departure experiences, delivers high guest satisfaction, supports staff performance, and contributes to the department’s financial results.

Responsibilities

• Assist in overseeing daily front office activities and supervise team members across bell/door, switchboard, and front desk functions.
• Support efficient check-in and check-out operations while ensuring service standards are consistently met.
• Lead, influence, and motivate team members through strong communication, integrity, and sound business judgment.
• Build trust, cooperation, and open working relationships within the front office team.
• Manage day-to-day operations and step in to perform employee duties when needed.
• Recognize employee contributions regularly across shifts.
• Set priorities, organize work, and create practical plans to achieve departmental goals.
• Handle guest complaints, disputes, grievances, and conflict resolution in a professional manner.
• Work with the Front Office Manager to improve service delivery and overall departmental performance.
• Communicate clear front office goals and expectations to the team.
• Help develop and execute corrective action plans based on guest feedback and comment cards.
• Keep guest satisfaction central in meetings, reviews, and daily operations.
• Deliver service that exceeds expectations and supports guest retention.
• Coach team members to better understand guest needs and improve service behavior.
• Serve as a role model for hospitality, guest relations, and professional conduct.
• Empower employees to provide excellent customer service.
• Gather guest feedback regularly and use it to improve service quality.
• Give employees timely feedback based on observed service interactions.
• Implement customer recognition and service programs and ensure they are followed correctly.
• Maintain compliance with front office standards, policies, and procedures.
• Monitor credit policy adherence to help reduce bad debts and rebates.
• Share important information with supervisors, peers, and subordinates through calls, email, written updates, or face-to-face communication.
• Analyze situations, assess outcomes, and choose effective solutions.
• Keep executives, peers, and subordinates informed of important updates in a timely way.
• Act as the Front Office Manager when required.
• Pass along key information from pre- and post-convention meetings to the front office team.
• Attend and participate in department meetings.

Requirements

• Either a high school diploma or GED with at least 2 years of experience in guest services, front desk, or a related hospitality role.
• Or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field, with no prior work experience required.
• Strong interpersonal and communication skills.
• Ability to manage people and daily operations effectively.
• Capability to resolve complaints, disputes, and service issues with sound judgment.
• Understanding of front office policies, service standards, and credit procedures.
• Leadership qualities, including the ability to guide teams and lead by example.

About St. Regis Hotels & Resorts

St. Regis Hotels & Resorts is a luxury hospitality brand known for refined service, classic elegance, and modern sensibility. With more than 50 hotels and resorts worldwide, the brand focuses on delivering highly personalized guest experiences through attentive hosts and signature Butler Service. It is part of Marriott International, which promotes inclusive hiring and equal opportunity for all associates.

Additional information

Job number: 26051876

Job category: Rooms & Guest Services Operations

Location: Asset Area 13 - Hospitality District, New Delhi, New Delhi, India, 110037

Schedule: Full time

Remote work: No

Position type: Management

Equal opportunity statement

The employer values a workplace where people of different backgrounds, experiences, and perspectives are welcomed and respected. Hiring decisions are made without discrimination on protected grounds, including disability, veteran status, or any other basis covered by applicable law.