Assistant Front Office Manager
2 months ago
Job Number 24161952
Job Category Rooms & Guest Services Operations
Location Renaissance Kuala Lumpur Hotel & Convention Centre, Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, Malaysia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management JOB SUMMARY Entry level management position responsible for leading and assisting with the successful completion of daily shift requirements in front office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget while assisting in financial and administrative responsibilities. CANDIDATE PROFILE Education and Experience
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
- OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supports all day-to-day operations.
- Understands employee positions well enough to perform duties in employees' absence.
- Coaches, counsels, and encourages employees.
- Handles employee questions and concerns.
- Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
- Guides daily Front Desk shift operations.
- Communicates performance expectations to employees in accordance with job descriptions for each position.
- Manages day-to-day operations, ensuring quality and standards meet customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Handles complaints, settling disputes, and resolving grievances and conflicts.
- Participates in department meetings and communicates a clear message regarding Front Desk goals.
- Strives to improve service performance.
- Supervises staffing levels to ensure guest service and operational needs are met.
- Trains staff on adherence to credit policies and procedures.
- Supervises same-day selling procedures to maximize room revenue.
- Understands the impact of Front Desk operations on overall property financial goals.
- Provides services that exceed customer satisfaction and retention.
- Improves service by assisting individuals to understand guest needs.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Handles guest problems and complaints seeking assistance from supervisor as necessary.
- Interacts with guests to obtain feedback on product quality and service levels.
- Implements the customer recognition/service program.
- Assists in the review of comment cards and guest satisfaction results.
- Ensures employees have the proper supplies and uniforms.
- Assists in using a guest information tracking system to recognize guest preferences.
- Identifies developmental needs of others and provides coaching and mentoring.
- Provides guidance and direction to subordinates.
- Participates in ongoing employee recognition programs.
- Conducts training when appropriate.
- Participates in the employee performance appraisal process.
- Provides information to supervisors, co-workers, and subordinates.
- Analyzes information and evaluates results to choose the best solutions.
- Informs and updates executives and peers on relevant information.
- Performs all duties at the Front Desk as necessary.
- Understands the functions of Bell Staff, Switchboard, and Concierge/Guest Services operations.
- Complies with loss prevention policies and procedures.
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