Front Desk Assistant Manager

A Front Desk Assistant Manager with Conrad Hotels and Resorts supervises the activities at the hotel front desk, responsible for assigning work and ensuring the completion of daily tasks, including check-in/check-out, guest requests, concierge services and promotion of in-house activities.

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will ensure the highest standards of cleanliness and guest satisfaction on assigned floors, supervise housekeeping staff, manage inventory, and coordinating with other departments to maintain a seamless operation. As a Front Desk Assistant Manager, you’re not just managing housekeeping staff – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

As a Front Desk Assistant Manager, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments to deliver outstanding guest service and financial profitability. A Front Desk Assistant Manager is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Supervise Front Desk operations during your assigned shift to a consistently high standard

• Ensure your shift team has a current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

• Conduct pre-shift briefings and advise your shift team of any special events or VIP Guests in the hotel that day

• Assign daily shift tasks and ensure the tasks completion by every end of the shift

• Maintain and update guest history and marketing database as required

• Ensure that a detailed hand over is carried out between shifts including the volume of business, special guests, tasks to be clarified/completed and any special events that are taking place.

• Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work

• Maximize sales revenues through up-selling and marketing program

• Manage Guest requests, inquiries, and complaints promptly and completely

• Support new team members in any areas that they are not yet competent to handle independently

• Conduct daily training, coaching and guidance accordingly to new team members, to provide evaluation to team members when required

• Handle group arrivals and departures in the absence of the group coordinator

• Coordinate with various departments such as F&B, Engineering, Finance, Housekeeping, Sales, and external parties when running as a Group coordinator.

• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service

• Follow up on required actions to Guests and team members in other departments

• Monitor departure rooms promptly in order to manage the room situation and avoid any guest disputes

• Ensure that the Front Desk is sufficiently stocked with daily essentials (including stationery, letterheads, folio paper etc.)

• Support in receiving and confirming room reservations

• Supervise financial transactions at the front desk

• Ensure that operational challenges and Guest comments/ issues are communicated to the Manager on Duty

• Aid the shift team in cashiering-related matters as required

• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Conversant with Magic operations, computer and CRM / HotSOS / Kipsu / Vision systems
• Follow and adhere to company brand standards and Forbes guidelines.

• Attend training and meetings as required

• Familiarize with hotel and Front Office policies

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
  
  At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

  A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

  In addition, this role requires the following minimum qualifications:

  • Relevant experience in Front Office, hospitality, leisure, retail, or a related service environment.
  • Demonstrated commercial awareness and ability to support business and sales objectives.
  • Strong organisational and time-management skills, with the ability to prioritise tasks and meet deadlines.
  • Strong supervisory, interpersonal, and communication skills.
  • Passion for delivering excellent guest service and creating positive guest experiences.
  • Relevant supervisory or management qualification, such as a certificate, diploma, or degree, is an advantage.
    

  How We’ll Help You Thrive

  At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

  Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

  Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered

  *Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.