Assistant Front Office Manager

**Job Overview**:
The Assistant Front Office Manager is responsible for overseeing the daily operations of the front office department, ensuring the highest level of guest satisfaction and smooth operation of the check-in/check-out process. The role involves supervising the front desk team, managing guest relations, coordinating communication with other hotel departments, and ensuring the front office operates efficiently and within budget. This position plays a crucial role in driving revenue, implementing hotel policies, and maintaining a positive guest experience.

**Key Responsibilities**:
**Leadership and Staff Supervision**:

- Supervise and lead the front office team, including receptionists and night auditor.
- Manage daily staff schedules, ensuring appropriate coverage at all times, including peak check-in/check-out hours and seasonal demands.
- Provide ongoing training, coaching, and performance evaluations to ensure staff are delivering exceptional customer service and adhering to hotel standards.
- Regularly conduct on-job-training to keep the employees up to date with current practice and trend.
- Resolve any staffing issues, complaints, or conflicts in a timely and professional manner.
- Responsible in all aspects of Front Office Department operations.

**Guest Service and Satisfaction**:

- Oversee the guest check-in/check-out process, ensuring it is smooth, efficient, and welcoming.
- Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
- Handle guest complaints or issues, ensuring prompt and effective resolution to maintain high levels of guest satisfaction.
- Attends to guest's complaints, inquiries and requests.
- Monitor and respond to guest feedback, including online reviews, and implement improvements when necessary.
- Ensure that all guest requests, including special accommodations, are met with the highest level of service.
- Ensuring services provided by Front Office employees meet the established policies and procedures to achieve the highest levels of guest satisfaction.

**Operational Oversight**:

- Manage the daily operations of the front office, ensuring all tasks are completed accurately and in a timely manner.
- Monitor room availability, occupancy, and reservations, and work with the sales department to optimize room rates and revenue.
- Ensure compliance with all hotel policies, including safety, security, and emergency procedures.
- Conduct regular inspections of the front office and guest areas to ensure cleanliness, orderliness, and adherence to quality standards.
- Regularly inspect guestrooms and public areas to ensure orderliness and cleanliness standards are maintained at all time.

**Revenue and Budget Management**:

- Work with the hotel manager and sales team to maximize revenue by ensuring rooms are priced competitively and bookings are optimized.
- Oversee the daily reconciliation of cash, credit, and room charges.
- Assist in budget preparation and cost control for the front office department, ensuring operational efficiency without compromising guest service.
- Analyze financial reports and identify opportunities for improvement.
- Planning and implementing strategies to achieve constant improvements in expenditure control and department's performance.

**Administrative Duties**:

- Prepare and maintain reports related to front office operations, such as occupancy, revenue, guest feedback, and staff performance.
- Ensure proper documentation of guest incidents, complaints, or any operational issues.
- Oversee the handling of reservations, cancellations, and billing inquiries.
- Monitor and manage front office supplies and inventory.
- Responsible for effective inventory management activities such as stock control, stock monitoring and stock purchase to ensure smooth daily operations.
- Prepares relevant reports in timely manner for the management that clearly explain operational effectiveness, trends and variances.

**Collaboration with Other Departments**:

- Work closely with housekeeping, maintenance, sales, and other departments to ensure smooth communication and cooperation.
- Coordinate with the sales and marketing team to implement promotional strategies and upsell opportunities.
- Assist with the coordination of events, special requests, and guest services that involve multiple hotel departments.
- Monitoring room status regularly and maintain effective communication with the Housekeeping Department.
- Coordinate with Finance Department / Accounting Department on all cashiering functions and credit procedures affecting the Front Office and to ensure adherence to established accounting policies and procedures.

**Qualifications**:
**Education**:

- High school, diploma or equivalent required.
- A Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.

**Experience**:

- Minimum of 3-5 years of experience