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)
- Transparent growth path to Front Office Manager / Rooms Division
- Brand training and development programmes

To apply: Send your CV to [email protected] with the subject line "AFOM – Mumbai"

📌 Assistant Front Office Manager (Mumbai)
🏢 Pinnacle People
📍 Mumbai