Assistant Front Office Manager

• Control Day-to-day operations of the Front Office

• Maintain close contact with guests to build up good relationships, especially with return guests.

• Ensure that Guests History Record are updated, accurate and organized in PMS

• To fine-tune services of the Front Office operations, and have good eye for details.

• To liaise closely on a daily basis with all other departments in order to ensure effective communication and collaboration with all parties concerned.

• Ensure all guests comments are followed up and acted upon without delay.

• Update all manuals, policies and procedures, when required.

• Carry out regular training in order to ensure the highest levels of peformance are maintained at all times.

• Ensure all cash transactions handled by the FO personnel are done accurately, according to guidelines set by Director of Finance.

• To organize, direct and coordinate the daily activities of FO.

• To handle guests’ complaints, when necessary, concerning services of all areas of operation and followed up and corrective action is taken as soon as possible.

• To ensure effective communication and coordination within the Front Office and with other departments.

• To be thoroughly conversant with the Front Office operation, policy matters and the computer system.

• To assist HR in the selection of staff, training and appraisals of all employees in the Front Of|ce.

• To check and ensure that all rooms / suites assigned for VIPs are in good order and respective amenities are placed in prior to their arrival.

• To welcome arriving and escort VIPs and bid farewell upon their departure.

• To ensure all records and reports in each Front Office section’s “Log Book” are promptly and ef|ciently recorded and followed up.

• To work closely with Duty Manager & Security Department in handling and resolving incidents affecting in–house guests.

• To have good knowledge and understanding of all emergency procedures and hotel policies.

• Responsible for the overall supervision, operation and ensure the coordination among all the Front Office sections

• Maintain good interpersonal relationship between hotel management and guests.

• To ensure sufficient staff is on duty according to the hotel occupancy and approved staff manning. And to arrange for replacement for staff on medical leave or any other leave.

• To ensure that room occupancy forecast is not overbooked by the Reservation’s staff and to maximize room revenue.

• To relief the Assistant Manager when they are off or take annual leave. To work shift whenever necessary.

• Although you are employed by the Front Office Department, you may be reassigned to any area that the management deems suitable and necessary.

• Conduct all the morning/afternoon briefing with the FO team, linked with night shift

• Follow the daily guest book comments and share with the team. Prepare action plan if needed.

• Preparation of Front Office monthly reports, commenting on key performance indicators.

• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority