Assistant Front Office Manager

Position Summary

We are seeking a dynamic, service-driven, and experienced Assistant Front Office Manager to join our Front Office team at Lord Charles Hotel, a Marriott Tribute property. The successful candidate will support the Front Office Manager in overseeing the daily Front Office operations while ensuring exceptional guest experiences in line with Marriott International brand standards.

This role requires a strong leader with excellent operational knowledge, guest relations expertise, and the ability to manage and motivate a diverse team in a fast-paced luxury hospitality environment.

Key Responsibilities

Guest Service & Operations

· Ensure all guests receive professional and personalized service throughout their stay.

· Supervise Front Desk, Guest Relations, Concierge, At Your Service, Bell Desk, and Night Audit operations.

· Handle guest complaints and service recovery professionally and efficiently.

· Monitor check-in and check-out processes to ensure smooth operations.

· Ensure Marriott Brand Standards and 5-star service standards are maintained at all times.

· Oversee VIP arrivals, Marriott Bonvoy Elite recognition, and special requests.

Leadership & Team Management

· Supervise, train, coach, and motivate Front Office associates.

· Conduct daily shift briefings and operational handovers.

· Assist with staff scheduling and roster planning according to occupancy levels.

· Ensure grooming, punctuality, and professional conduct standards are maintained.

· Support performance management and disciplinary procedures where necessary.

Marriott Systems & Guest Loyalty

· Monitor and manage guest feedback through GXP and Marriott guest platforms.

· Drive Marriott Bonvoy enrolments and loyalty engagement.

· Ensure accurate use of Opera, GXP, MGS, and related Marriott systems.

Financial & Administrative Duties

· Monitor cashiering procedures and billing accuracy.

· Assist with daily financial balancing and Night Audit support.

· Review reports including arrivals, departures, traces, high balances, and room status discrepancies.

· Support upselling initiatives and revenue enhancement opportunities.

Health & Safety

· Ensure compliance with hotel health, safety, security, and emergency procedures.

· Maintain confidentiality of guest and hotel information.

Minimum Requirements

· Diploma or Degree in Hospitality Management or related field preferred.

· Minimum 2-4 years Front Office supervisory experience within a luxury or Marriott hotel environment.

· Strong knowledge of Marriott standards and Premium hospitality operations.

· Experience with Opera PMS and Marriott systems advantageous.

· Excellent communication, leadership, and problem-solving skills.

· Ability to work shifts, weekends, public holidays, and evenings.

Competencies

· Leadership and team development

· Guest relations and service recovery

· Attention to detail

· Strong organizational skills

· Ability to work under pressure

· Excellent interpersonal communication

Multitasking and operational management

Pay: R12 500,00 - R15 000,00 per month

Work Location: In person