Assistant Front Office Manager

MANAGE THE DAILY FRONT OFFICE OPERATIONS: RECEPTION, GUEST RELATIONS, OPERATOR, CONCIERGE/BELL, NIGHT AUDIT.
• Assist the FOM in organizing, directing and coordinating the daily activities of Front Office.
• Ensure all arrivals/departures of guest are efficient and friendly.
• Responsible for the overall supervision, operation and ensure the coordination among all the Front Office sections.
• Accuracy in link of reservations requirement to room allocation/guest needs.
• Ensure effective communication and coordination within the Front Office and rest of the hotel for guest experience.
• Full utilization of PMS to embrace guest experience.
• Accurate and timely night audit function and reporting.

PROVIDE A GUEST ARRIVAL AND DEPARTURE EXPERIENCE THAT EXCEEDS GUESTS’ EXPECTATIONS
• Lead the Front Office team to personalize the guest arrival/departure experience.
• Check and ensure that all rooms/suites/apartments assigned for VIPs/CIPs are in good order and respective amenities are placed in prior to their arrival.
• Personal involvement in the arrival, rooming, and departure of key/VIP guests.
• Welcome arriving and escort VIPs / CIPs and bid farewell upon their departure.

ASSIST FOM FOR MANAGEMENT AND LEADERSHIP OF THE FRONT OFFICE TEAM
• Presence in the Front Office and lobby area at critical guest flow time.
• Assist the FOM in planning, organizing and conduct training Front Office team who are competent and confident to exceed guest expectations.
• Ensure all section heads observe the hotel policies and procedures, as well as supervising their respective personnel in the Front Office Department.
• Handle guests’ complaints concerning services of all areas of operation and followed up and corrective action is taken as soon as possible.
• Drive constant service and system improvement, be entrepreneurial.

Main Complexity/Critical issues in the Job
• Efficiency of check in/check out process
• Accuracy in retrieval of guest data and billing
• Assist FOM to manage of the guest service experience / personalization
• Assist FOM to driver business plan for department, room upselling program.
• Management of guest complaints

Knowledge and Experience
• Diploma or Degree preferably in hospitality or related field
• 4 years in industry experience, minimum 1 year as Front Office Supervisor, minimum 1 year as DM/AFOM
• Experience in similar size/style of hotel 3*, 4*, 5* resort/business
• PMS knowledge: Opera or local equivalent
• Involvement in reservations and understanding of Revenue Management processes
• Familiar with LCAH processes or loyalty programmes
• How to manage guest experience, understands and can use reporting RPS, etc.

Competencies
• Communication skills for all levels of staff/guests, confident, clear English
• Interpersonal skills to deal with guests and staff issues
• Confidently able to resolve problems and make decisions
• Adaptable to multicultural guest needs, works with diverse cultures
• Can use sensitivity and discretion in supporting guest needs
• Leads to constantly improve the guest service experience
• Leadership skills developed – collaborative, enabling, and entrepreneurial
• Flexible and able to embrace and respond to change effectively
• Self-motivated and energetic.

- The wage agreements in interview.
- Able to work in an active and professional working environment.
- Insurance and Paid-leaves as required by Labor Law.

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