Assistant Front Office Manager

Assist Front Office Manager to oversee Front Office department, ensuring the highest levels of hospitality and service are provided. Serves as part of the Manager on Duty rostering.

Responsibilities:

1. Ensure high guest satisfaction to build loyalty and return business.
2. Responsible for the proper and efficient functioning of the Front Office, Reservations, Concierge, Bellhop, and guests’ programs.
3. Responsible for engendering team spirit and motivation in all staff. They must also be fair and just in any staff disciplinary action required.
4. Expected to be a hands-on Manager. By this we expect that they be prepared to lend “hand on” assistance if a hotel area/department becomes very busy. It is important to note that this hands-on assistance should be approached with a focus on the overall success of the hotel, ensuring that it does not negatively impact the efficiency of other areas.
5. Maintain smooth relationship between the Management and guests, resolve issues arising from guest complaints and attend to requests.
6. Uphold the Hotel’s service standards, and train, coach, and mentor Front Office staff.
7. Responsible for receiving and escorting all VIP’s and ensuring that they feel comfortable and welcome on arrival to the hotel.
8. To be well-versed in the hotel’s loyalty program and ensures staff are thoroughly trained on its mechanics and the benefits it offers to members.
9. Anticipating guest needs and requests and creating memorable experiences through personalized service.
10. To ensure that all staff behavior and service skills are in line with the hotel standards.
11. Familiarise with safety and security procedures.
12. Responsible for actioning fire and emergency procedures and for contacting Senior Management in case of a fire or emergency whilst on duty.
13. To acquire knowledge and understanding of our tenant management and be equipped to effectively respond to their inquiries.
14. Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
15. Know system recovery procedures and able to train the subordinates.
16. Through close supervision recommends improvement in operation, especially in the aspects of enhancing service standards, aligning with the company’s sustainability commitments, and driving revenue growth while minimizing costs.
17. Maintains close working relationships with other department and attends any meetings in the absence of the Front Office Manager.

Job Requirements:

1. Degree or Diploma in Hospitality Management or other relevant qualification.
2. Minimum 4 years’ related experience in a similar capacity.
3. Oral and written fluency in English. Fluency in another language is an advantage.
4. Commitment to work rotating shifts, weekends and public holidays.
5. Well-groomed with excellent interpersonal and communication skills, ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.
6. Can motivate fellow team members.
7. Meticulous with strong attention to details with good follow-up.