【Hilton Odawara Resort & Spa】Assistant Front Office Manager

Job description

• Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards
• Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes
• Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
• Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team Act in accordance with policies and procedures when working with front of house equipment and property management systems

Responsibilities

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

Deliver Guest Excellence: Respond promptly to guest inquiries, complaints, and special requests, ensuring a seamless and satisfying experience.

Support Daily Operations

Oversee front office, housekeeping, and F&B functions to maintain smooth, high-standard hotel operations.

Coordinate Across Teams

Facilitate clear communication between departments to align on guest needs and operational priorities.

Resolve Issues Proactively

Handle escalated guest concerns and operational challenges with professionalism and efficiency.

Manage Emergencies

Assist in crisis situations, ensuring guest safety and adherence to hotel protocols.

Report & Improve

Prepare daily reports, track service trends, and support staff development to enhance performance and guest satisfaction.

Qualifications

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: Experience in hotel operations or guest services, ideally in a supervisory role. Strong leadership and team management skills. Excellent communication with a guest-focused approach. Calm under pressure with practical problem-solving abilities. Proficient in hotel systems (PMS) and operational procedures. Able to work a flexible schedule, including nights, weekends, and holidays.

Multi-linguistic skill is a plus. Business Level English and Native Level Japanese