Front Office Assistant

2 weeks ago

Sungai Petani, Malaysia ZAQUES HOTEL (M) SDN BHD Full time

**Supervision of Front Office Operations**:
**Key Responsibilities**:

- Oversee front desk activities, including check-in, check-out, and guest inquiries.
- Ensure front office team adheres to standard operating procedures and service standards.
- Train and motivate front office staff to deliver exceptional service.
- Handle guest complaints and issues, resolving them promptly to maintain guest satisfaction.

**Maximizing Room Revenue**:

- Assist in implementing room sales strategies to optimize occupancy and room rates.
- Monitor and adjust room rates according to demand and market conditions.
- Collaborate with the reservations and sales team to ensure competitive pricing.
- Review daily room revenue reports, occupancy levels, and market trends to identify opportunities for revenue growth.
- Encourage front office staff to upsell rooms and services to enhance guest experience and boost revenue.

**Guest Service Excellence**:

- Ensure all guests receive a warm welcome and excellent customer service during their stay.
- Manage VIP arrivals and special guest requests, ensuring a personalized experience.
- Regularly review guest feedback and take corrective actions to improve service quality.

**Coordination with Other Departments**:

- Work closely with housekeeping, reservations, and other departments to ensure seamless operations and high guest satisfaction.
- Communicate room availability and special requests to housekeeping and maintenance teams

**Financial & Administrative Responsibilities**:

- Assist in budget planning and monitoring of front office expenses.
- Prepare daily revenue reports and assist the Front Office Manager in tracking room revenue and other key performance metrics.
- Ensure compliance with hotel policies, including credit policies and cash handling.

**Qualifications**:

- Minimum of 2-3 years of experience in front office operations, preferably in a supervisory role.
- Strong understanding of revenue management principles and room sales strategies.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work in a fast-paced environment and manage multiple priorities.

**Working Conditions**:

- Flexibility to work on shifts, including evenings, weekends, and holidays.
- Standing for long periods during shifts.

**Job Type**: Permanent

Pay: RM1,700.00 - RM1,850.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Rotational shift

Supplemental Pay:

- Overtime pay
- Performance bonus

Application Question(s):

- Can you describe your previous experience in a front office or supervisory role?
- Have you ever been responsible for maximizing room revenue? If yes, how did you contribute to it?
- Have you been involved in upselling or cross-selling additional services or room upgrades? If so, how did you approach it?
- How do you handle guest complaints, particularly in situations where they might impact room revenue (e.g., requests for refunds or discounts)?

Expected Start Date: 07/20/2025

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