Assistant Front of House Manager

WHY WORK WITH US? If you think that you are the perfect fit for our team and you are passionate about Hospitality, this is your opportunity! Lisbon Marriott Hotel believes in the power of our associates to shape our future. And now, part of that exciting future could be yours too! We are the biggest hotel in Portugal, located in our country’s beautiful capital, with a total of 577 rooms, a swimming pool and garden, a bar and restaurant for clients to enjoy.

THE JOB Supports the Front of House Manager in leading the strategy, performance and people agenda of the Front of House operation. Directly leads the Front Desk Manager, Guest Relations Manager and Concierge Manager, driving accountability, Marriott standards, service excellence and strong execution. This role requires a confident, forward-thinking leader who challenges the status quo, leads change, develops strong teams and delivers measurable improvements in guest experience, operational performance and team capability.

CANDIDATE PROFILE

Previous experience in Front Office, Guest Services, or a similar leadership role within the hospitality industry. Degree in Hospitality Management, Tourism, Business Administration, or a related field (preferred). Excellent leadership, interpersonal, and communication skills. Strong problem-solving and decision-making abilities. Outstanding customer service orientation and passion for creating memorable guest experiences. Ability to thrive in a fast-paced and dynamic environment. Strong organizational and time management skills. Fluent in English and Portuguese. Proactive, adaptable, and results-driven mindset.

Ability to build strong relationships with guests, colleagues and stakeholders.

CORE WORK ACTIVITIES

Supporting Strategic Leadership of Front of House

Supports the Front of House Manager in defining and executing the strategic direction of the Front of House operation. Translates departmental priorities into clear actions, ownership, timelines and measurable results. Acts as a key leadership partner to the Front of House Manager, providing constructive challenge, recommendations and solutions. Identifies opportunities to improve the guest journey, operational efficiency, team performance and service delivery. Uses guest feedback, operational results, employee feedback and performance data to identify trends, risks and opportunities. Ensures improvement initiatives are implemented, followed through and sustained. Maintains a strong operational overview while ensuring managers and supervisors take appropriate ownership of their areas .

Leading the Front of House Management Team

Directly leads and supports the Front Desk Manager, Guest Relations Manager and Concierge Manager. Sets clear expectations, objectives and accountability across each area and ensures alignment as one Front of House operation. Coaches and develops managers and supervisors through regular feedback, delegation and structured development plans. Ensures managers are confident in making decisions, managing performance and leading their teams independently. Identifies leadership gaps, succession opportunities and high-potential talent within the department. Builds a culture of accountability, collaboration, recognition, ownership and continuous improvement. Addresses underperformance, behavioural concerns and resistance to change promptly, fairly and consistently. Ensures strong communication and cooperation between Front Desk, Guest Relations, Concierge, At Your Service and other guest-facing functions.

Driving Front of House Performance

Monitors Front of House performance against guest, people, operational and financial objectives. Reviews guest satisfaction, complaints, service recovery, Elite recognition, room readiness, billing accuracy, upselling and other key performance indicators. Works with managers to establish corrective action plans where performance falls below expectations.