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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Assistant Front Office Manager

Spain, Madrid 30261.78 USD / Year · Job Posted January 14, 2026
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Job Description

We are looking for a dynamic, guest-focused and emotionally intelligent Assistant Front Office Manager to support the leadership of the Front Office Department during a maternity cover period. This role is essential to ensuring operational stability, luxury service excellence and strong team motivation in a highly demanding environment. Reporting directly to the Front Office Manager, the ideal candidate will demonstrate strong operational knowledge, solid leadership capability and a natural ability to inspire, structure and elevate teams. This position plays a critical role in restoring service consistency, improving quality results and re-energising a demotivated department. This opportunity is particularly suited to a young, driven and ambitious leader ready to make an immediate impact and leave a visible footprint in a short period of time.

Job Responsibility

  • Support the daily management of Front Office operations including Front Desk, Guest Relations, Concierge, Bell/Door and Telephone Service
  • Ensure smooth, compliant and efficient check-in and check-out processes at all times
  • Supervise staffing levels to ensure service expectations, operational needs and financial objectives are met
  • Act as Manager on Duty when required
  • Ensure all operational procedures, brand standards and service sequences are consistently applied
  • Lead daily operational briefings and service alignment moments
  • Maintain excellent coordination with Housekeeping, Engineering, Security and Food and Beverage
  • Lead, motivate and energise the Front Office team through visible leadership
  • Actively manage performance through feedback, coaching and daily presence on the floor
  • Carry out 1:1 feedback sessions and support Personal Development Plans
  • Support disciplinary actions when required, in strict alignment with HR and hotel procedures
  • Contribute to building a culture of accountability, pride and emotional ownership
  • Identify training needs and collaborate closely with the Learning and Development Department
  • Actively engage with guests to ensure personalised, anticipatory and heartfelt service
  • Handle guest complaints with empathy, authority and effective resolution
  • Lead by example in service recovery and emotional intelligence
  • Monitor guest feedback, satisfaction scores, mystery guest results and online reputation
  • Implement corrective action plans together with the Front Office Manager
  • Drive visible improvement in service consistency and luxury behaviours
  • Support the execution of Quality Audits, Brand Audits and Mystery Guest programmes
  • Ensure corrective actions are implemented and tracked
  • Reinforce Forbes, LQA and internal brand standards
  • Actively participate in continuous improvement initiatives
  • Support cash handling, credit procedures and bad debt control
  • Assist with payroll validation and shift optimisation
  • Monitor operational incidents and reporting
  • Ensure compliance with all SOPs, LSOPs and internal controls
  • Represent the Front Office in interdepartmental meetings
  • Act as a communication bridge between team and management
  • Support onboarding of new team members
  • Participate in departmental projects and hotel-wide initiatives
  • Re-establish luxury service standards across all guest touchpoints
  • Lead by visibility and personal example during peak operation times
  • Restore service confidence and pride within the team
  • Re-motivate a demotivated department through leadership presence and emotional intelligence
  • Create psychological safety while enforcing performance
  • Act as a positive energy driver within the operation

Requirements

  • High school diploma or GED with minimum 1 year of supervisory or managerial experience in Front Office, Guest Services or similar
  • 2-year degree in Hospitality, Hotel and Restaurant Management, Business Administration or similar
  • Experience in luxury hospitality strongly preferred
  • Strong leadership, communication and conflict management skills
  • High emotional intelligence, resilience and adaptability
  • Ability to work under pressure in high-volume luxury environments
  • High level of English and Spanish, minimum B2 required
  • Availability to work mornings, evenings, weekends and holidays
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