Deputy Front Office Manager – 4 star Hotel at Emerge Egress Consulting

Role Objective:

• Our client, a high-end hotel, is seeking a confident and service-focused Deputy Front Office Manager to support the Front Office Manager in leading the team and ensuring a seamless, welcoming experience for every guest.
• This is an opportunity for an experienced hospitality professional who is ready to take on greater responsibility, contribute to a strong team, and grow within a professional and high-standard hotel environment.
• The successful candidate will play an important role in supporting the Front Office operation, developing the team, handling guest needs with confidence, and ensuring that service standards are consistently maintained.

Core Duties and Responsibilities

• Support the Front Office Manager in the smooth and efficient running of the Front Office.
• Supervise and coordinate daily Front Office activities to ensure professional and timely guest service.
• Oversee guest arrivals, check-ins, check-outs, reservations, and room allocations.
• Attend to guest enquiries, special requests, and complaints, ensuring they are handled promptly and professionally.
• Monitor Front Office procedures, including billing, room allocations, and cash handling, to ensure accuracy and compliance.
• Coordinate closely with Housekeeping, Reservations, Food & Beverage, and Maintenance to ensure a seamless guest experience.
• Support the training, coaching, and performance of Front Office team members.
• Ensure the Front Office, reception, and lobby areas maintain a clean and professional presentation.
• Maintain accurate Front Office records and assist with operational reports.
• Step in for the Front Office Manager when required and undertake other responsibilities assigned by management.

Key Competencies

• Good understanding of Front Office procedures and hotel operations.
• Proven ability to lead, support, and motivate a team.
• Excellent communication and interpersonal skills.
• Strong decision-making, problem-solving, and guest-handling skills.
• Ability to remain calm, composed, and professional in a busy hotel environment.
• High level of integrity, accountability, and professionalism.

Job Specifications and Qualifications

• Degree or Diploma in Hotel & Restaurant Management, Hospitality Management, Business Administration, or a related field from a recognised institution.
• At least 3 years experience in Front Office or Guest Services, including at least 1 year in a supervisory or team-lead role.
• Proficiency in Property Management Systems (PMS) and Microsoft Office applications.