Assistant Front Office Manager - Trợ lý Quản lý Tiền sảnh - MPCR

The Assistant Front Office Manager supports the Front Office Manager in overseeing all front office operations, ensuring smooth daily operations and delivering exceptional guest experiences.

This role is responsible for supervising front office teams, maintaining service standards, and optimizing operational efficiency in line with brand standards and the Heartist culture.

KEY RESPONSIBILITIES

1. Front Office Operations

• Assist in managing daily operations of Front Office, including Reception, Concierge, Guest Relations, and Bell Services
• Ensure smooth check-in and check-out processes with high efficiency and service quality
• Monitor room availability, room allocation, and occupancy levels
• Ensure compliance with standard operating procedures and brand standards

2. Guest Experience & Service Excellence

• Ensure all guests receive a warm welcome and personalized service
• Handle guest complaints, feedback, and special requests professionally and promptly
• Maintain high levels of guest satisfaction and online reputation
• Act as a key contact point for VIP and long-stay guests

3. Team Leadership & Development

• Supervise, train, and coach the Front Office team
• Support recruitment, onboarding, and performance management
• Ensure team members are well-groomed and adhere to service standards
• Foster a positive, motivated, and guest-focused team culture

4. Revenue & Upselling

• Support implementation of upselling strategies to maximize room revenue
• Monitor daily arrivals, departures, and forecasts to optimize room sales
• Ensure team actively promotes hotel services and facilities

5. Administration & Reporting

• Assist in preparing daily, weekly, and monthly operational reports
• Monitor cash handling, billing accuracy, and night audit processes
• Ensure proper use of PMS and other operational systems
• Maintain accurate guest records and data confidentiality

6. Health, Safety & Compliance

• Ensure compliance with safety, security, and emergency procedures
• Coordinate with Security and other departments to maintain a safe environment
• Ensure adherence to local regulations and Accor policies

7. Cross-Department Collaboration

• Work closely with Housekeeping, Engineering, Sales & Marketing, Reservation and F&B
• Ensure seamless communication to support guest satisfaction and operational flow
• Participate in daily briefings and operational meetings