Assistant Front Office Manager

Roles and responsibilities

Support the Front Office Manager in the smooth running of the department
Able to manage the front office team in the absence of Front Office Manager.
Conducting staff evaluation and appraisal.
Prepare a shift briefing to direct team members and inform special information.
Send reports to necessary Heads of Department of the occupancy and occupancy forecast of the hotel.
Able to manage guest complaints and resolve the issue.
Guest Service Management

Ensure High-Quality Guest Experience: Assist in overseeing guest check-in/check-out procedures, ensuring that all guests are greeted warmly and professionally.
Handle Guest Complaints and Concerns: Act as the point of contact for guest inquiries or complaints, resolving issues in a timely and effective manner while maintaining high customer service standards.
Monitor Guest Satisfaction: Regularly check in with guests to ensure satisfaction with their accommodations and services, addressing any concerns immediately.
Supervision of Front Desk Operations

Oversee Front Desk Staff: Supervise, train, and motivate front desk team members, ensuring they are well-equipped to deliver exceptional service.
Scheduling and Staffing: Assist in creating efficient staff schedules to ensure appropriate coverage during peak hours and ensure smooth operations.
Monitor Shift Operations: Ensure the front desk runs efficiently during different shifts, managing workload and ensuring smooth handover of duties between shifts.
Reservations and Room Assignments

Manage Reservations: Coordinate with the reservations department to ensure room availability and resolve booking issues.
Assign Rooms: Oversee room assignments to ensure that the best room types are allocated according to guest preferences, booking details, and availability.
Ensure Room Readiness: Coordinate with housekeeping to ensure that rooms are prepared and cleaned according to the hotel’s standards before guest arrival.
Front Desk Administration and Systems

Ensure Accurate Billing: Assist in managing guest accounts, ensuring that billing is accurate, charges are correct, and all transactions are processed promptly.
Maintain Front Office Systems: Ensure that the property management system (PMS) is updated with guest information, bookings, special requests, and billing details.
Document and Report: Maintain accurate records of guest feedback, complaints, and operational reports, and submit to the Front Office Manager as needed.

Desired candidate profile

Ideally with a university degree or diploma in Hospitality or Tourism Management.
Previous experience in this role.
Previous experience in hotel front office management within the luxury segment is essential.
Excellent leadership, communication, interpersonal, and guest service skills are required.
Strong Leadership Skills: Ability to supervise and motivate a team, ensuring they work efficiently and provide excellent service.
Excellent Communication: Strong verbal and written communication skills to interact with staff, guests, and management.
Problem-Solving Skills: Ability to quickly identify issues, think critically, and implement solutions to resolve challenges.
Attention to Detail: High level of accuracy in tasks such as billing, reservations, and guest information management.
Multitasking: Ability to juggle multiple tasks in a busy environment without compromising service quality.
Sales and Upselling Abilities: Skills in promoting services and upselling additional hotel offerings to enhance revenue and guest experience.
Cultural Sensitivity: Ability to interact effectively with a diverse range of guests, respecting different cultures and languages.