Location:
Hilton Bentley Miami/South Beach
101 Ocean Drive, Miami Beach FL, 33139
Compensation: Salary
Schedule: Full-Time
Position Type: Management
Work Setting: On-site
Benefits
Health Insurance
Dental and Vision
Paid Time Off
401K
Travel Perks and Benefits
Recognition and Rewards
Growth Opportunities
Job Summary
The Assistant Front Office Manager supports the daily operations of the Front Office department by assisting in the management of all front office functions, including guest registration, guest services, bell services, concierge, and reservations. This role partners closely with the Front Office Manager to ensure seamless daily operations, deliver exceptional guest experiences, maximize hotel profitability, and maintain compliance with all Hilton brand standards and requirements.
The Assistant Front Office Manager provides leadership and support to the Front Desk, Guest Services, Bell, and Concierge, ensuring efficient check-in and check-out processes, exceptional service delivery, and prompt resolution of guest concerns. This position fosters a positive, collaborative, and service-oriented culture while coaching and developing team members to achieve operational excellence and guest satisfaction.
In the absence of the Front Office Manager, the Assistant Front Office Manager assumes responsibility for the department, ensuring continued operational efficiency, adherence to company policies and procedures, and the delivery of outstanding hospitality experiences. The ideal candidate is a hands-on leader who is highly organized, service-driven, and passionate about creating memorable guest experiences while developing a high-performing team.
Core Work Activities
- Assist in managing the daily operations of the Front Office, including Front Desk, Guest Services, Bell Services, and Concierge.
- Provide leadership and support to Front Office associates to ensure exceptional guest service, operational efficiency, and adherence to Hilton brand standards.
- Supervise daily operations by ensuring checklists, standard operating procedures (SOPs), and service standards are consistently followed and completed.
- Monitor guest arrivals, departures, room assignments, and registration processes to ensure efficient check-in and check-out experiences.
- Respond promptly and professionally to guest concerns, complaints, and special requests, implementing appropriate service recovery measures to ensure guest satisfaction.
- Schedule Front Office associates to maintain appropriate staffing levels while monitoring labor costs and operational needs.
- Participate in recruiting, interviewing, onboarding, training, coaching, scheduling, performance evaluations, disciplinary actions, and recognition programs in accordance with company policies.
- Ensure all associates are properly trained on property management systems, brand standards, cash handling, safety, security procedures, and departmental policies.
- Maintain procedures for cash handling, billing accuracy, credit compliance, financial transactions, and guest security.
- Conduct routine inspections of the Front Office, lobby, and public areas to ensure cleanliness, organization, safety, and brand presentation standards are consistently maintained.
- Promote teamwork through effective communication and collaboration with Housekeeping, Engineering, Food & Beverage, Sales, Catering, Revenue Management, Accounting, and other hotel departments.
- Communicate important operational updates, VIP arrivals, guest requests, service recovery cases, and departmental priorities during shift changes and leadership meetings.
- Build and maintain positive relationships with guests, vendors, regulatory agencies, and community partners while representing the hotel professionally.
- Foster a positive, inclusive, and service-focused work environment that promotes associate engagement, accountability, and continuous improvement.
- Serve as Manager on Duty (MOD) as assigned, including mandatory participation in the weekend MOD rotation.
- Maintain flexibility to work mornings, mid-shifts, evenings, weekends, holidays, and adjust schedules as needed to support business demands, staffing shortages, and call-outs.
- Assist team members with operational duties during peak business periods to ensure efficient hotel operations and an exceptional guest experience.
- Perform other duties and special projects as assigned by hotel leadership.
Qualifications and Requirements:
Front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred. Hilton, and ONQ knowledge preferred.
This job requires ability to perform the following:
- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling various objects
- Use a keyboard to operate various property management and reservations systems, etc.
- Be available mornings, evenings, weekends and holidays
Pay: $49,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
