Front Office Assistant Manager

Role Summary

We are seeking a dynamic, passionate, and experienced hospitality professional to join our leadership team as Assistant Front Office Manager. This role is responsible for supporting the Front Office Manager in leading the daily operations of the Front Office while delivering exceptional guest experiences and maintaining the highest standards of luxury hospitality.

Key Responsibilities

• Assist in leading the day-to-day operations of the Front Office, including Reception, Guest Relations, Concierge, Bell Services, Service Centre, and Lobby Operations.
• Deliver exceptional guest experiences by ensuring the highest standards of service and personalized hospitality.
• Maintain departmental service standards, policies, and procedures in line with the hotel's quality objectives.
• Supervise, coach, motivate, and develop the Front Office team while fostering a culture of excellence, teamwork, and continuous improvement.
• Support recruitment, training, performance management, and succession planning within the department.
• Effectively manage room inventory, arrivals, departures, VIP and VVIP guests, and guest recovery to maximize guest satisfaction.
• Drive room revenue through strategic upselling and close collaboration with the Reservations, Sales, and Revenue Management teams.
• Ensure compliance with financial controls, company policies, health and safety standards, and operational procedures.
• Prepare departmental reports and monitor operational performance, productivity, and guest satisfaction scores.
• Act as Manager on Duty when required and confidently handle guest concerns with professionalism and efficiency.

Requirements/Qualifications

• Minimum 2 years' experience in a similar leadership role within a 5-star luxury hotel.
• Overall 2–4 years of luxury hospitality experience in Front Office Operations.
• Degree or Diploma in Hotel Management, Hospitality Management, or an equivalent qualification.
• Thorough knowledge of Front Office operations and luxury hospitality standards.
• Excellent leadership, coaching, and team management skills.
• Outstanding communication and interpersonal abilities with a genuine passion for guest service.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Excellent command of spoken and written English; additional foreign language skills will be an added advantage.
• Sound knowledge of Opera PMS is essential, along with proficiency in Microsoft Office applications and hotel management systems.
• Strong understanding of room inventory management, upselling techniques, and revenue optimization.
• Ability to work flexible hours, including weekends and public holidays.
• Well-groomed, highly professional, and capable of performing effectively in a fast-paced luxury hospitality environment.

Location

The Grand Hotel Nuwara Eliya, Sri Lanka