Assistant Front Office Manager

ROLE SUMMARY: The Assistant Front Office Leader supports the Front Office Manager in overseeing all front office operations, including Front Desk, Guest Services, Bell, and Valet. This position ensures a seamless guest experience that reflects the Hotel Drover brand - rooted in genuine Texas hospitality and Legendary Service. This individual embodies the Drover spirit by fostering an environment of collaboration, care, and excellence while driving service standards and team performance.

ESSENTIAL FUNCTIONS:

- Assist in managing daily front office operations, ensuring an efficient and welcoming check-in/check-out process.

- Lead and supervise Front Desk Agents, Concierge, Bell, and Valet teams with integrity, enthusiasm, and professionalism.

- Empower and coach team members to deliver exceptional, personalized service consistent with Hotel Drovers Legendary Hospitality standards.

- Promote the Hotel Drover culture, values, and guest experience standards through daily leadership and communication.

- Handle guest concerns with empathy and efficiency, ensuring timely resolutions and guest satisfaction.

- Maintain open communication across departments to ensure alignment with hotel objectives and service goals.

- Support performance management activities, including recruiting, training, recognition, and ongoing coaching.

- Review and analyze guest satisfaction results, feedback, and comment cards to identify opportunities for improvement.

- Oversee compliance with hotel and brand policies, including safety, credit, and operational procedures.

- Partner with leadership on department business planning, goal setting, and performance tracking.

- Lead by example through a visible and engaging presence on the floor during peak business periods.

- All other duties as assigned.

ENVIRONMENT / PHYSICAL REQUIREMENTS:

- Ability to stand, walk, and move for extended periods.

- Must be able to lift, carry, and move up to 25 lbs regularly.

- Comfortable working in a fast-paced, guest-facing environment.

SUPERVISORY RESPONSIBILITIES:

- This position supervises Front Desk Agents and Front Office Supervisor.

- Responsible for task assignment, coaching, scheduling, and performance oversight.

- Ensures team compliance with safety, service, and operational standards

Qualifications

REQUIRED QUALIFICATIONS:

- Minimum of 2 years of experience in Front Office or Guest Services leadership within a luxury or boutique hotel.

- Strong interpersonal and leadership skills with the ability to motivate and inspire others.

- Flexible schedule — must be available to work evenings, weekends, and holidays.

- Excellent communication, organizational, and problem-solving abilities.

- Proven ability to remain calm and professional under pressure.

- Embody our Core Values: Hit the Mark, Every time, Blaze New Trails, Spark Warmth, Be Intentional, Honor All, Do Right, and Stay Curious.

PREFERRED QUALIFICATIONS:

- Bachelors degree in Hospitality Management, Business Administration, or related field.

- Knowledge of Fort Worth and the surrounding Stockyards area.

- Experience using hotel management systems (e.g., Opera, Lightspeed, or similar).

- Demonstrated success in guest satisfaction and service excellence initiatives.

Hotel Drover complies with all laws prohibiting discrimination against employees and applicants based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, or veterans' status.