Assistant Manager Front Office

Assistant Manager Front Office

The Assistant Manager shall assist the Duty Manager to run the department to ensure a smooth operation at all times.

He/she shall assist in the daily running of the department in line with the company's expectations, maintaining high standards and at the same time, be wary of the business environment and adjust accordingly when needed.

He/she shall also be assigned to overlook associates on work procedures and paperwork and ensure that the counter and lobby are always kept cleared and guests are well taken care of.

Reporting to the Front Office Manager, the incumbent will be responsible for:

Operations

• Be well-versed in the Front Office operational procedures & PMS and guests key card system software.
• Ensure room categories are balanced.
• Control rooms situation at the desk and give clear direction to associates on rooms.
• Supervise Front Office Executive and Senior Executive jobs and procedures.
• Perform weekly night shift duties when needed.
• Cover Group Coordinator and Guests Relations duties when needed.

Administration

• Ensure reception traces are resolved during shift.
• Participate actively in daily briefings to ensure essential information is relayed to the team members.
• Ensure rooms are blocked according to guests’ preferences and requests for all Front Office sections.
• Ensure VIP amenities requests are given to Rooms Service on a daily basis.
• Ensure VIP letters are printed out (with call centre assistance).
• Ensure all groups' resumes are read through and understood, and group rooms blocked accordingly.

Lobby Service

• Conduct regular lobby walks to establish rapport with in-house guests.
• Ensure guests are attended to and queues are managed accordingly together with the Duty Manager.
• Analyze and respond to guests’ needs accordingly and report major feedback to the Duty Manager.
• Act immediately to resolve any negative feedback from guests and provide feedback to the Duty Manager for a follow-up.
• Manage and improve guest review scores.

Staff Training & Development

• Participate actively in new colleagues' training (shadow system) based on the induction program.
• Ensure grooming standards of all associates.
• Ensure Front Office Executives and Senior Executives are aware of SOPs and remind if necessary.

Control

• Ensure proper understanding of Cashier closure procedures.
• Ensure proper control measures are in place to check associates' closing paperwork.

Cash Floats

• Ensure cash float agreement is read and understood.
• Ensure associates' floats are counted prior to and after their shifts.

Requirements:

• The incumbent is expected to have a track record of at least 1 year of work experience in a similar capacity.
• You need to be energetic, proactive, self-driven, highly motivated, and have excellent interpersonal and communication skills.
• You should also be adaptable, determined, and be someone who thrives in a fast-paced environment that promotes change and drives for achievement.
• You will possess superior negotiation skills and a Will-to-Win mindset.
• Knowledge of Opera System would be an added advantage.