Assistant Front Office Manager

The Assistant Front Office Manager supports the Front Office Manager in leading all Front Office operations to ensure exceptional guest experiences, seamless daily operations, and the achievement of departmental objectives. This position is responsible for maintaining luxury service standards, providing operational leadership, developing team members, driving financial performance, and contributing to the success of the Rooms Division.

Key Responsibilities

Operational Leadership and Accountability

• Assist in leading daily Front Office operations to ensure exceptional guest experiences and smooth departmental performance.
• Ensure consistent execution of Hyatt brand standards, operational procedures, and service expectations.
• Monitor daily operations and provide leadership support to supervisors and associates to maintain service excellence.
• Drive accountability through effective follow-up, problem resolution, and operational discipline.
• Ensure efficient management of guest arrivals, departures, room assignments, guest requests, and service recovery situations.
• Conduct daily briefings and communicate operational priorities and business needs to the team.
• Monitor guest satisfaction results and implement corrective actions to address service opportunities.
• Ensure compliance with company policies, procedures, health and safety standards, and brand requirements.
• Maintain effective communication and collaboration with all hotel departments to ensure service excellence.
• Act as Manager on Duty and assume leadership responsibilities in the absence of the Front Office Manager.

People Development and Team Performance

• Coach, mentor, and develop Front Office Supervisors and Associates to achieve individual and departmental goals.
• Support recruitment, onboarding, training, and performance management activities.
• Foster a positive, collaborative, and guest-focused work environment.
• Conduct regular performance discussions and provide constructive feedback to improve team performance.
• Prepare and manage work schedules to ensure adequate staffing levels while maintaining labor productivity.
• Identify high-potential talent and support succession planning and career development initiatives.
• Promote employee engagement, accountability, and adherence to Hyatt values and standards.
• Assist in creating and executing departmental training plans to ensure continuous development.
• Encourage teamwork and cross-functional collaboration throughout the hotel.
• Maintain high standards of professionalism, appearance, and conduct within the department.

Commercial and Strategic Contribution

• Understand and contribute to the achievement of departmental financial and operational objectives.
• Support revenue generation initiatives through room upselling, inventory management, and guest recognition programs.
• Monitor departmental expenses and labor costs to maximize operational efficiency.
• Review operational and financial reports to identify trends and opportunities for improvement.
• Collaborate with Revenue Management, Reservations, Housekeeping, Sales, and other departments to optimize hotel performance.
• Support the achievement of Rooms Division goals through strategic planning and continuous improvement initiatives.
• Assist in implementing cost-control measures while maintaining luxury service standards and guest satisfaction.
• Contribute to forecasting, budgeting, and business planning processes as required.
• Monitor key performance indicators, including guest satisfaction, productivity, revenue, and labor costs.
• Recommend and implement operational improvements that enhance efficiency and profitability.

Qualifications

• Minimum three years of Front Office supervisory or management experience within a luxury hotel or resort environment.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated ability to coach, motivate, and develop team members.
• Knowledge of hotel operations, guest service standards, and revenue management principles.
• Experience with Opera PMS and Microsoft Office applications preferred.
• Strong analytical, organizational, and problem-solving skills.
• Ability to work flexible schedules including evenings, weekends, and holidays.
• Bachelor's degree in Hospitality Management or a related field preferred.

Core Competencies

• Leadership and Accountability
• Guest Service Excellence
• Team Development and Coaching
• Financial Acumen
• Revenue Management
• Strategic Thinking
• Decision Making and Problem Solving
• Communication and Relationship Building
• Operational Excellence
• Planning and Organizing
• Results Orientation

• Collaboration and Teamwork

   

This role plays a critical part in delivering exceptional luxury hospitality experiences, developing high-performing teams, and supporting the operational and financial success of the Rooms Division at Park Hyatt St. Kitts.