Assistant Front Office Manager

2 weeks ago

Kuala Lumpur, Malaysia Hotel - Kuala Lumpur Full time

**PROFILE**:

- Minimum SPM or Diploma in Tourism Management.
- Minimum 2 years successful track record at a managerial level.
- Excellent communications skill for both written and verbal. Multiple language skills are preferred.
- Able to work under pressure.
- Self-starter, results oriented and also a team player.
- Pleasant personality with good organisational skills.
- Good problem solving skills.
- Independent and self-motivated with good communication, presentation and interpersonal skills.
- Energetic, result-oriented and prepared to face challenges.
- Resourceful and reliable in meeting objectives and expectations.

**Key Responsibilities**
- Ensures that all hotel's basic standards have been implemented, and those optional standards have been implemented where appropriate.
- Ensures that all Front Office employees deliver the basic standard and provide exceptional guest service at all times.
- Maintains positive guest and colleague interactions with good working relationships.
- Assists in greeting and checking-in VIP and Long Stay guests.
- Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
- Ensures that all V.I.P. and long stay guests are met on arrival by a Duty Manager.
- Assists in the preparation and updates of the Front Office Departmental Operations Manual
- Assists the Front Office Manager to conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary
- Represents the Front Office Department function on the hotel's Department Head daily briefing in the absence of the Front Office Manager.
- Ensures that all Front Office employees are familiar with the hotel’s products and services.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Ensures that Front Office employees provide excellent service to internal customers as appropriate.
- Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that.
- Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
- Establishes a rapport with guests and maintains good customer relationship
- Monitors rooms’ standards in general, working through the respective Head of Department to take corrective action where necessary.
- Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping and other Duty Managers.
- Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
- Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Assists in securing external guest accommodation in overbooking situations.
- Ensures that all guest details are entered correctly in - accordance with the principles of clean data.
- Ensures that public areas are clean and up to standard.
- Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team and delivers the basic standard.
- Coordinate with the Front Office Manager in organizing, directing and planning all departments’ activities which comprises Reception, Cashiering, telephone room, Bell service, Guest Relations and transportation, ensuring the smooth running and proper administration of the department.
- Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including tour operators and local travel agents.
- Ensures the strict control of room keys.
- Ensures that the Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “Team Work”.
- To be thoroughly conversant with the Front Office computer system and to coordinate with IT Manager in times of power failure or system down.
- Responds to changes in the Front Office Department function as dictated by the industry, company and hotel.
- Carries out any other reasonable duties and responsibilities as assigned.

**Job Types**: Full-time, Permanent

Pay: From RM4,000.00 per month

**Benefits**:

- Meal provided
- Professional development

Schedule:

- Rotational shift

Supplemental pay types:

- Attendance bonus

**Experience**:

- Hotel Front Office: 2 years (preferred)

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