Assistant Front Office Manager

Assistant Front Office Manager (AFOM)
Department: Front Office / Rooms Division
Reports to: Front Office Manager
Location: Mumbai, Maharashtra
Employment type: Full-time
CTC: Up to ₹10 LPA + service charge / incentives
Role Summary
The Assistant Front Office Manager supports the Front Office Manager in running the Front Desk, Guest Relations, Concierge, Bell Desk and Telephone operations. The role owns shift leadership, service standards and revenue at the desk, so every guest has a smooth arrival, stay and departure.
Key Responsibilities
Operations & Guest Experience
Lead Front Office shifts: pre-shift briefings, staffing, allocation and floor supervision
Oversee check-in, check-out, room allocation and VIP arrivals to brand standards
Handle guest complaints and service recoveries, and escalate when needed
Review arrivals, departures, special requests and in-house guest profiles daily
Coordinate with Housekeeping, F&B, Engineering, Security and Reservations on room readiness and guest needs
Monitor guest feedback (GSS, TripAdvisor, OTA reviews) and act on trends
Revenue & Financial Control
Drive upselling, room upgrades and ancillary revenue at the desk
Manage room inventory, overbooking situations and walk-in pricing with Revenue/Reservations
Ensure accurate billing, cashiering, credit limits and night audit follow-up
Control city ledger, advance deposits and cash floats in line with finance SOPs
Support departmental budgeting, forecasting and cost control
People & Training
Train, coach and assess Front Office associates on SOPs, systems and service culture
Prepare duty rosters and manage leave, overtime and attendance
Take part in hiring, onboarding and performance appraisals
Deputise for the Front Office Manager when needed
Compliance & Safety
Ensure guest registration, Form C for foreign nationals and ID verification comply with local rules
Maintain key control, safe deposit procedures and data privacy standards
Uphold fire, safety, security and emergency procedures
Keep logbooks, reports and audit documentation up to date
Qualifications & Experience
Degree or diploma in Hotel Management or Hospitality
5–7 years of Front Office experience, with at least 2 years in a supervisory role (Front Office Supervisor / Duty Manager) in a 4- or 5-star hotel
Hands-on experience with a PMS such as Opera, IDS or Protel. Knowledge of Opera Cloud is an advantage
Experience with an international chain or luxury brand is preferred
Skills & Competencies
Excellent spoken and written English; Hindi and Marathi are an advantage
Strong guest handling and problem-solving skills
Leadership, calm under pressure, and good judgement
Commercial sense for upselling and revenue
Attention to detail in billing and compliance
Willing to work rotating shifts, weekends and holidays
What We Offer
CTC up to ₹10 LPA + service charge / incentives
Meals on duty, uniform and laundry
Medical insurance and statutory benefits (PF, ESIC/gratuity as applicable)
Clear growth path to Front Office Manager / Rooms Division
Brand training and development programmes
To apply: Send your CV to team@pinnaclepeople.co with the subject line "AFOM – Mumbai"

Work arrangement
No