Assistant Front Office Manager

Job Descriptions

• Assist the Front Office Manager in setting up the Front Office training tools such as job descriptions, standards and procedures, and training plans as a guideline for the Front Office operation.
  
• Assist the Front Office Manager to select, hire, and train employees to meet the hotel's standard of service.
  
• To assist Front Office Manager in supervising, organising, directing and coordinating the staff and activities of the Front Office.
  
• To have Front Office managerial presence felt behind the Reception counter;
  ensure that Front Office Employees perform their daily duties according to required standards.
  
• Emphasis will be on the assignment of rooms for all arrivals, and this includes the training of the Guest Relations Executives in this aspect of the job.
  
• Check and ensure that consistency in the service for guest is maintained from the reservation stages to the final departure.
  
• To plan and prepare work schedules for Duty Manager and Front Desk personnel.
  
• Authorise the acceptance of traveller cheques, cash advance, rebates, paid out, refunds on the basis of established procedures.
  
• Monitor and control guest's credit status to ensure that payment is collectable and received on time. Perform a regular follow up for pending payments to ensure that they are collected.
  
• To work closely with and inform the Front Office Manager of any unusual activities that occurs daily.
  
• To coordinate with security in the investigation of irregularities and undesirable guests.
  
• To develop and maintain close business contact with house guest and to provide personalised service whenever possible
  
• Monitor and control the rooms’ situation in connection with reservations, daily occupancy and rooms’ availability to ensure maximum revenue through effective yield management.
  
• Attend department heads meeting in the absence of the Front Office Manager or other meetings as required.
  
• Be familiar with all Accounting Standards and Procedures pertaining to rooms revenue and advise staff concerned to adhere to them in daily operations.
  
• Know all procedures in case of emergency or fire and make sure that staff are periodically trained to face this situation and know their function according to the procedures.
  
• Participate in the inspection and checking the preparation for VIPs and ensure that they will receive proper treatment as VIP during their stay with the hotel.
  
• To monitor and establish, improve or delete the existing standard and procedures to have more efficient and effective system in order to maintain or improve services and guest satisfaction at the Front Office department.
  
• Keep updating with new Standards, Procedures and other information and advise Front Office section heads accordingly.
  
• Assist Front Office Manager with daily administrative duties.
  
• To keep Personal Grooming at the highest standard and make sure that subordinates have the same.
  
• To be fully familiar with Front Office Policies &
  Procedures, Job Description and the Employee's handbook.
  
• Perform other duties related or unrelated to Front Office Department or as assigned by Front Office Manager, or the Management.
  

Job Requirements

• Min Diploma in related discipline with 3-5 years related experience and/or training in similar capacity;
  or equivalent combination of education and experience.
  
• Ability to listen and respond to guests' needs
  
• Excellent interpersonal and communication skills
  
• Proficient in multiple languages will be added advantage
  
• Accountable and resilient
  
• Commitment to delivering a high levels of customer service
  
• Ability to work under pressure