CoCo Key Hotel and Water Resort is a family-friendly hotel with 392 spacious guest rooms and a one-of-a-kind 54,000 sq. ft. canopy-covered/outdoor water park located on Orlando's iconic International Drive. Along with exhilarating water slides and refreshing swimming pools, our International Drive hotel is home to a 6,500 sq. ft. arcade, two restaurants, an on-site convenience store, fitness center and more. As a proud Universal Partner Hotel, CoCo Key Hotel and Water Resort provides a scheduled shuttle service to Universal Orlando Resort™ and SeaWorld® Orlando, or hop on the I-Ride Trolley to cruise the shops and attractions along the International Drive corridor. Enjoy great value and premium amenities just minutes from the thrilling theme parks and Central Florida's best shopping.
We are thrilled to offer an exciting opportunity to join our team at CoCo Key! We’re seeking a passionate and guest-focused Assistant Front Office Manager to support front office operations. In this role, you will oversee the daily functions of the front office and guest services team, with a focus on delivering exceptional service, supervising staff, handling guest concerns, and ensuring a smooth and welcoming experience for every guest.
The ideal candidate genuinely cares about both guests and team members, consistently providing warm, service-oriented leadership. This role includes direct oversight of key guest service operations including guest registration, PBX, night audit, and rooms division functions — all in alignment with CoCo Key’s service standards and business goals.
Key Responsibilities:
- Warmly greet and welcome all guests; ensure accurate and efficient registration, verifying reservations, payment methods, and guest information.
- Handle guest check-out processes, confirming satisfaction and processing all final charges and payments.
- Respond to incoming calls promptly and professionally, offering clear and helpful information regarding the property, services, and local attractions.
- Retrieve and deliver guest messages, mail, and packages.
- Maintain and reconcile a house bank; process foreign currency exchange and guest check cashing when required.
- Supervise front office operations including PBX, night audit, and guest service teams.
- Manage and resolve guest complaints with professionalism and empathy, utilizing sound judgment and proactive problem-solving strategies.
- Oversee and support the completion of audit procedures and ensure the accuracy of daily reporting.
- Monitor and maintain inventory for front office and rooms division supplies, coordinating timely ordering and cost control.
- Assist with recruitment, training, performance reviews, and, when necessary, disciplinary actions for front office team members.
- Collaborate with Sales and Revenue teams to ensure seamless service for groups and VIP guests.
- Ensure all front desk systems and equipment are properly maintained and functional.
- High School Diploma or equivalent required; Hospitality or Business degree preferred.
- Minimum of 2 years of front office or hotel operations experience, including supervisory or management responsibilities.
- Strong interpersonal and communication skills.
- Experience with hotel property management systems (Mews PMS experience preferred).
- Ability to work flexible hours, including weekends and holidays.
- Strong organizational, problem-solving, and decision-making abilities.
Skills Required
- High School Diploma or equivalent
- Hospitality or Business degree
- Minimum of 2 years of front office or hotel operations experience
- Strong interpersonal and communication skills
- Experience with hotel property management systems
- Ability to work flexible hours
- Strong organizational, problem-solving, and decision-making abilities
What We Do
Coco Key Hotel & Water Resort is a family-friendly hotel and water park resort in Orlando, Florida, featuring water slides, pools, an arcade, and proximity to theme parks.
