Assistant Front Office Manager

• Initiates and maintains effective communication between the Front Office department and all other departments.
• Represents the Front Office department at all meetings when FOM’s absence.
• Conducts meetings with Duty Manager regularly.
• Work together with the section manager to improve standard of services, the profitability of the hotel and the general working environment for the associates.
• Assist FOM supervise and administrate all Front Office operations with policies and procedures.
• Ensure the team associates are familiar with and implement accordingly to the fire prevention and all emergency procedures.
• Assist FOM develop performance standards for operations and drive the service quality of the department.
• Supervises, guides, disciplines and evaluates associate performance. Feed back to FOM regularly.
• Ensure the hotel security and emergency policies and procedures are adhered to.
• Establish contacts with local authorities
• Assist/complies occupancy forecasts and statistic as and when required.
• Ensures that all Residence Club associates deliver the promise and provide exceptional guest service at all times.
• Ensures that Residence Club associates also provide excellent service to internal customers as appropriate.
• Greets and checks-in VIP and Long Stay guests.
• Ensures that all Residence Club associates are aware of current promotions, policies and other important information.
• Ensures that all Residence Club associates are familiar with the hotel’s products and services.
• Implements guest recognition programmes and maintains a relevant guest history database.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and checkout.
• Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
• Ensures that the Residence Club lounge & deck are clean, tidy and well stocked with updated reading materials.

• Ensure the tracking system in place to capture the guest preferences.

• Manages customer feedback effectively, uses guest issues and compliments to activate long term improvements in products and services.

• Open to new initiatives which can enhance the guest experience.

• Ensure an efficient and effective use of the resources within the department

• Conduct surprise checks on cashier’s floats and reports discrepancies to the Front Office Manager.

• Check and monitor high balance follow-ups and take required discrepancies to the Front Office Manager

• Ensure compliance to the hotel’s policy involving paid out, rebate, discount, cash, credit card or pre-payment.

• Ensures that the Residence Club operates with the lowest possible