Assistant Manager Front Office - Bukit Merah

Assistant Manager Front Office

The Assistant Manager shall assist the Duty Manager to run the department to ensure a smooth operation at all times.

He/she shall assist in the daily running of the department in line with the company's expectations, maintaining high standards and at the same time, be wary of the business environment and adjust accordingly when needed.

He/she shall also be assigned to overlook associates on work procedures and paperwork and ensure that the counter and lobby are always kept cleared and guests are well taken care of.

Reporting to the Front Office Manager and the incumbent will be responsible to:-

• Be well-versed in the Front Office operational procedures & PMS and guests key card system software.
• Ensure room categories are balanced.
• Control rooms situation at the desk and giving clear direction to associate on rooms.
• Supervise Front Office Executive and Senior Executive jobs and procedures.
• Perform weekly night shift duties when needed.
• Cover Group Coordinator and Guests Relations duties when needed.

• Ensure reception traces a resolved during shift.
• Participate actively in daily briefings to ensure essential information are relayed to the team members.
• Ensure rooms are blocked according to guests’ preferences and requests for all Front Office sections.
• Ensure VIP amenities requests are given to Rooms Service on daily basis.
• Ensure VIP letters are printed out (with call centre assistance).
• Ensure all groups resumes are read through and understood, and group rooms blocked according.

• Conduct regular lobby walks to establish rapport with in-house guests.
• Ensure guests are attended to and queue managed accordingly together with the Duty Manager.
• Analyse and response to guests’ needs accordingly and report major feedback to Duty Manager.
• Act immediately to resolve any negative feedback from guest and feedback to duty manager for a follow up.
• Manage and improve guest reviews score.

• Participate actively on new colleagues training (shadow system) based on induction program.
• Ensure grooming standards of all associates.
• Ensure Front Office Executives and Senior Executives are aware of SOPs and remind if necessary.

• Ensure proper understanding of Cashier closure procedures.
• Ensure proper control measure is in place to check associates closing paperwork.

• Ensure cash float agreement is read and understood.
• Ensure associates floats’ are counted prior and after their shift.

• Diploma in Hotel Management or equivalent
• At least 2 years in similar position or equivalent capacity in Hotel Industry
• Good organizational skills, ability to prioritize workload and handle pressure
• Good leadership with strong interpersonal and communication skills
• Adaptable, determined and be someone who wants to be in a fast-paced environment that promotes changes and drive for achievements