Assistant Front Office Manager

Assistant Front Office Manager

• Job Location: Kosgoda, Sri Lanka

• Company Name: Sheraton Kosgoda Turtle Beach Resort (Marriott International)

Job Summary

Assists the Front Office Manager in administering day-to-day front office functions and supervising departmental staff. Front office operational areas include the Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This position directs and works alongside managers and employees to carry out established procedures, ensuring an efficient check-in and check-out process, maximizing guest and employee satisfaction, and driving the department’s financial performance.

Candidate Profile

Education and Experience

• High school diploma or GED; and 2 years of professional experience in guest services, front desk, or a related hospitality area. OR

• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major (no prior work experience required).

Core Work Activities

Supporting Front Desk Team Management

• Utilize strong interpersonal and communication skills to lead, influence, and motivate the team; advocate for sound financial and business decision-making, and lead by example with honesty and integrity.

• Encourage and build mutual trust, respect, and cooperation among all team members.

• Supervise and manage daily operations, maintaining a deep enough understanding of all employee positions to step in and perform duties in an employee’s absence.

• Ensure consistent employee recognition takes place across all operational shifts.

• Establish and maintain open, collaborative working relationships with staff.

Monitoring Progress Toward Guest Services Goals

• Manage day-to-day front office operations to ensure quality standards and customer expectations are consistently met.

• Develop specific goals and actionable plans to prioritize, organize, and accomplish departmental work.

• Handle guest complaints, settle internal disputes, and resolve grievances or conflicts through effective negotiation.

• Collaborate closely with the Front Office Manager to continually improve service standards and performance.

• Communicate a clear and consistent message regarding Front Office goals to produce desired results.

• Participate in developing and implementing corrective action plans based on guest comment cards and satisfaction surveys.

Ensuring Exceptional Customer Service

• Provide “above and beyond” services to drive customer satisfaction and guest retention.

• Improve service delivery by communicating guest needs clearly to the team, providing guidance, feedback, and individual coaching when required.

• Serve as a positive role model for guest relations and display outstanding hospitality skills at all times.

• Empower employees to resolve issues and deliver excellent customer service independently.

• Interact regularly with guests to gather feedback on product quality, service levels, and overall resort satisfaction.

Managing Projects and Policies

• Implement and communicate customer recognition and service programs effectively.

• Ensure full compliance with all Front Office operating policies, brand standards, and procedures.

• Monitor adherence to resort credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provide timely information to supervisors, peers, and subordinates via telephone, email, reports, or in person.

• Analyze operational information and evaluate results to choose the best solution and solve daily problems.

• Function in place of the Front Office Manager during his/her absence.

• Communicate critical details from pre- and post-convention meetings to the Front Office staff.

• Participate actively in department meetings.

About the Company

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. Join us on our mission to be ‘The World’s Gathering Place’.

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