Assistant Front Office Manager

Job Purpose: 1. Assist the Front Office Manager to direct and co-ordinates all subordinate Front Office staff to ensure that all day to day operational matters, emergencies, service recovery, room assignments are handled on time and guest expectations are met. 2. Co-ordinates with Housekeeping to ensure that rooms are serviced according to guest requirements and vacant rooms are cleaned according to arrival schedules. 3. Controls the maintenance and updating of guest history files and disbursement of relevant information ensuring guest requests and preferences are implemented whenever possible. 4. Ensures accurate and up to date information is available including F&B promotions, spa promotions, housekeeping services, guest’s activities, tours and sightseeing, and makes the necessary bookings. 5. Ensures that all guest billing procedures are handled correctly, minimizing rebates. Liaises closely with Finance Department to ensure that cash, credit card, credit procedures and other transactions are properly carried out. 6. Liaises with the transportation company to ensure efficient guest transfers. 7. Ensures that employees are selected, trained, evaluated, and rewarded in compliance with existing employee management systems. 8. Coaches, counsels, disciplines and develops subordinate employees. 9. Review arrival information on a daily basis, VIPs, regular guests, loyalty members, long staying guest, groups, special requests etc. Follow up with relevant departments. 10. Ensure Front Office personnel handle guest registration efficiently, promptly and courteously. 11. Liaises closely with Sales & Marketing to ensure that requests for group, inspection, VIPs are met. 12. Ensure that department meet the targets for training hours, online reviews, surveys, all audits, membership enrollments, staff recognitions and financial results. 13. Seek opportunities to continually improve guest service, develop rapport to offer personalized service. 14. Encourage team and maintain working environment within and inter-department with positive energy. 15. Ensure and encourage team for awareness of safety and security, cleanliness, staff grooming and uniform. 16. Responsible for all Front Office areas in the absence of the Front Office Manager. 17. Carry out other tasks as directed by Front Office Manager.

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