Assistant Front Office Manager

Assistant Front Office Manager supports Front Office Manager in overseeing all front office operations to ensure the highest standards of guest service, operational efficiency, and revenue optimization. This role leads the front office team, handles guest relations, manages room inventory, and ensures smooth check-in/check-out processes, contributing to the overall guest experience and hotel reputation.

Key Responsibilities

1. Operations Management

• Oversee daily front office operations including check-in, check-out, guest services, concierge, and bell desk.
• Ensure all procedures are followed according to hotel standards and brand guidelines.
• Monitor room inventory and coordinate with Housekeeping to ensure rooms are ready for arrivals.
• Handle room assignments, upgrades, and special requests to maximize guest satisfaction and revenue.

2. Guest Relations

• Serve as the point of contact for VIP guests, handling their arrival, stay, and departure arrangements.
• Address guest complaints and issues promptly and professionally, ensuring resolution and guest satisfaction.
• Foster a culture of personalized service, ensuring guests are greeted warmly and recognized by name.

3. Team Leadership & Development

• Supervise, coach, and motivate front office staff to deliver exceptional service.
• Assist in training new team members on hotel systems, policies, and service standards.
• Conduct shift briefings, monitor performance, and provide constructive feedback.
• Prepare work schedules and ensure adequate staffing levels during peak periods.

4. Revenue & Upselling

• Support the Front Office Manager in maximizing room revenue through upselling and occupancy management.
• Monitor room rates, availability, and inventory in coordination with Revenue team.
• Encourage the team to promote hotel facilities and services to guests.

5. Administrative & Reporting

• Assist in preparing daily, weekly, and monthly reports on occupancy, revenue, and guest feedback.
• Ensure accurate cash handling, billing, and credit procedures are followed.
• Maintain guest history and preference records to enhance personalized service.

6. Safety & Security

• Ensure all front office procedures comply with hotel safety and security policies.
• Respond to emergencies and coordinate with Security and other departments as needed.

7. Other Duties

• Perform other tasks as assigned by Front Office Manager or Management.

Professional training and development opportunities.

Full insurance and benefits in accordance with the Labor Law.

Professional working environment.

Minimum 5 years of Front Office experience in a 4-5-star hotel, with at least 2-3 years in a supervisory or assistant manager role.

Excellent command of English and Vietnamese (both written and spoken).

Proficient in Opera PMS or similar hotel management systems.

Strong knowledge of front office procedures and revenue management principles.

Strong leadership, problem-solving, and decision-making skills.

Excellent interpersonal and communication abilities.

Calm under pressure, detail-oriented, and guest-focused.