Assistant Front Office Manager - Pre-Opening Team

About the role

The Assistant Front Office Manager supports the Front Office Manager in running the daily operations of the Front Office Department at Hyatt Regency Lagos Ikeja, which is expected to open by the end of 2026. The role ensures exceptional guest experiences, efficient service, colleague development, revenue protection and compliance with Hyatt brand standards, hotel policies and operational procedures. It is part of the pre-opening team.

Key responsibilities

• Manage day-to-day front office operations across all shifts, including check-in, check-out, room allocation, billing, cashiering and guest information; monitor room availability, arrivals, departures, VIP movements and occupancy.
• Act as Manager on Duty when assigned and ensure accurate shift handovers and reports.
• Promote personalised guest service, handle complaints and service recovery, and track guest feedback and online reviews.
• Supervise, coach and mentor colleagues, prepare duty rosters, run briefings, identify training needs and take part in recruitment, induction, performance reviews and succession planning.
• Support revenue and cost control: accurate billing, payment processing, room upgrades, rate integrity, cash and credit control, and investigation of billing discrepancies.
• Work with Reservations and Revenue Management on room inventory, overbooking, early arrivals and room moves, and authorise upgrades and concessions.
• Ensure compliance with Hyatt brand standards, fire safety, data protection and other safety requirements, and take part in internal audits and corrective action plans.
• Prepare shift reports, daily summaries and guest complaint reports, and keep the Front Office Manager informed of operational issues.

Required profile

• Bachelor's degree or HND in Hospitality Management, Hotel Management, Tourism, Business Administration or a related field.
• Minimum 3-5 years of front office experience in an upscale or internationally branded hotel, preferably with supervisory duties.
• Demonstrated experience in guest relations, front desk operations, cashiering, room inventory and complaint resolution.
• Previous experience as a Front Office Supervisor, Duty Manager or similar is an advantage.

Required skills

• Experience with a hotel property management system (PMS); knowledge of Opera or a comparable system is an advantage.
• Strong working knowledge of hotel service standards, front office procedures and operational controls.