Assistant Front Office Manager

Job Summary – (Role Summary)

• In the absence of Front Office manager or Resident Manger take charge of the operations of Front Office Department. Primarily reporting to Front office manger or EAM Rooms. Ensures guests have a smooth running stay at the hotel.
• As the Assistant Front Office Manager, one should act as the bridge between the front and the back office. While coordinating the operation, you will also ensure that all guests experience a fantastic stay.

Essential Duties and Responsibilities – (Key Activities of the role)

• Customer Satisfaction (Guest Feedback, Social Media Review).
• Financial Performance (Up selling, Room Revenue, Operation Auditing).
• Showing Initiative, Problem Solving, Staff Training, Team Leading.
• Manages and motivates the Front Office team in order to provide a high standard of service for customers.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Develops high quality relationships with guests throughout their stay.
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
• Provide high level of customer service and maintain a high profile in the day to day front office operations.
• Ensure that personalized service is offered to each and every guest.
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Supervises the management of debtors, group and individual guest invoicing and cash operations.
• Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue report and circulate to all HOD's.
• Prepare Room revenue and occupancy forecast take action on rate strategies.
• Is involved in recruitment of new team members for front office.
• Integrates and trains employees, providing support for skills development.
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
• Ensures that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that guest documentation and information is available and up-to-date.

- Candidates will be provided with job details during the interview

Required Skills – Kỹ năng yêu cầu

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Good writing skills
• Proficient in the use of Microsoft Office and Front Office System
• Problem solving, reasoning, motivating, organizational and training abilities
• Strong Leadership skills in managing teams

• Ability to manage complex relationships

Qualifications –Bằng cấp

• Bachelor’s degree in Hotel Administration, Business Administration or equivalent
Cử nhân quản trị khách sạn, quản trị kinh doanh hoặc tương đương trở lên

Experience – Kinh nghiệm

• 2 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.

• Type and level of experience required may vary slightly based on size and complexity of operation
Cấp bậc và số năm kinh nghiệm sẽ được yêu cầu xem xét dựa trên quy mô và độ phức tạp của việc phạm vi quản lí.