Phó bộ phận Tiền sảnh/ Assistant Front Office Manager

Operations Management

• Ensure the Front Office operates smoothly, efficiently, and delivers the best possible guest experience.
  
• Supervise check-in and check-out procedures to ensure accuracy, speed, and compliance with hotel standards.
  
• Control room allocation, handle special requests, and monitor daily room status.
  
• Coordinate closely with other departments to ensure guest satisfaction.
  
• Manage work shifts, scheduling, and maintain presence in the lobby during peak hours.
  
• Oversee the operation of OPERA PMS, telephone systems, key card systems, and other supporting software.
  

Guest Services

• Welcome, assist, and handle important guest feedback or complaints.
  
• Supervise staff communication, attitude, and appearance to ensure service quality.
  
• Monitor and analyze guest reviews (TrustYou, Booking.com, TripAdvisor, etc.) and propose improvement actions.
  
• Oversee the implementation of guest loyalty programs.
  
• Ensure proper service standards for VIPs, repeat guests, MICE groups, and other special guests according to 5-star requirements.
  

Human Resources & Training

• Assist the Front Office Manager in recruitment, performance evaluation, and employee recognition or disciplinary actions.
  
• Develop periodic training plans on service skills, complaint handling, upselling, and communication skills.
  
• Conduct on-the-job training, supervise performance, and ensure staff compliance with SOPs.
  

Administrative Management

• Control operational costs, office supplies, and front office equipment.
  
• Review, update, and implement department procedures, forms, and SOPs.
  
• Approve Duty Manager and Night Audit reports and handle any operational issues arising.
  

Safety & Security

• Act as the main liaison between the Front Office and the Emergency Response Team during critical situations.
  
• Implement and supervise compliance with safety and security procedures in the Front Office area.
  
• Coordinate in handling incidents, accidents, or emergencies involving guests or staff.
  
• Ensure staff receive regular training on fire safety (PCCC) and emergency evacuation procedures.