Position Summary
The Asst. Front Office Manager plays a critical leadership role in delivering a refined, personalized arrival and departure experience aligned with Forbes Travel Guide standards. This position supports daily front desk operations, serves as a role model for luxury service behaviors, and ensures that every guest interaction reflects attention to detail, anticipatory service, and genuine hospitality. The Front Desk Lead acts as a point of escalation for guest concerns while mentoring and supporting front desk associates to consistently meet elevated service expectations.
Key Responsibilities: Guest Experience & Forbes Standards
Deliver a polished, gracious, and personalized guest arrival and departure experience in alignment with Forbes Travel Guide luxury service principles.
Anticipate guest needs through active listening, observation, and thoughtful follow-up.
Resolve guest concerns promptly and professionally, ensuring recovery efforts exceed guest expectations.
Maintain immaculate front desk presentation, including posture, language, tone, and workspace organization, recognizing that Forbes evaluates what is visible and experienced in the moment.
Operational Leadership
Lead day-to-day front desk operations during assigned shifts, ensuring smooth workflow and adherence to policies and procedures.
Serve as the primary point of contact in the absence of management.
Monitor arrivals, departures, VIPs, special requests, and guest preferences to ensure flawless execution.
Ensure accurate room assignments, billing, and system documentation.
Team Support & Development
Coach, mentor, and support front desk staff and model Forbes-level service behaviors.
Assist with onboarding and training of new team members, reinforcing brand standards, service language, and appearance guidelines.
Provide real-time feedback to the team to elevate consistency, professionalism, and confidence.
Foster a collaborative, service-focused team culture rooted in accountability and pride.
Communication & Collaboration
Partner closely with Housekeeping, Food & Beverage, Engineering, Concierge, Bell Services, and Management to ensure seamless guest experiences.
Communicate guest preferences, service recovery needs, and operational updates clearly and proactively.
Support leadership with daily reports, shift handovers, and operational follow-up as needed.
Forbes Travel Guide Focus
Consistently demonstrate Forbes core principles: warmth, professionalism, engagement, and attention to detail.
Ensure arrival, recognition, and departure moments feel intentional, unrushed, and personalized.
Uphold luxury presentation standards, including uniform, grooming, posture, and professional language at all times.
Understand that consistency, anticipation, and emotional connection are key drivers of Forbes scoring.
Qualifications
Minimum of 2–3 years of front desk or guest services experience in a hotel or resort environment; luxury or Forbes-rated experience preferred.
Prior leadership, supervisory, or lead experience strongly preferred.
Strong interpersonal and communication skills with a calm, confident demeanor.
Ability to resolve guest issues with discretion, empathy, and professionalism.
Proficiency with hotel property management systems and basic office technology.
Flexible schedule, including evenings, weekends, and holidays.
Physical & Work Environment Requirements
Ability to stand for extended periods and work in a fast-paced, guest-facing environment.
Ability to lift up to 25 lbs as needed.
Why This Role Matters
The Front Desk Lead sets the tone for the entire guest experience. As the first and last impression of the hotel, this role directly influences guest satisfaction, loyalty, and Forbes Travel Guide evaluations by ensuring every interaction feels elevated, intentional, and memorable.