Assistant Front Office Manager

Job Summary

• Represent the management and act on behalf especially in guests and associate's relations. Assist Front Office Manager responsible for the smooth operation of the Front Office department, i.e. Front Desk, Residence Club, Service Centre, Concierge, Duty Managers and Gym. Ensuring that highest level of efficiency and guest satisfaction are achieved whilst maximizing rooms and other related revenue.

Administrative

• Initiates and maintains effective communication between the Front Office department and all other departments.
• Represents the Front Office department at all meetings when RDM's absence.
• Conducts meetings with Duty Manager regularly.
• Work together with the section manager to improve standard of services, the profitability of the hotel and the general working environment for the associates.
• Assist FOM supervise and administrate all Front Office operations with policies and procedures.
• Ensure the team associates are familiar with and implement accordingly to the fire prevention and all emergency procedures.
• Assist FOM develop performance standards for operations and drive the service quality of the department.
• Supervises, guides, disciplines and evaluates associate performance. Feedback to RDM regularly.
• Maintains positive guest and colleague interactions with good working relationships.
• Personally, and frequently verifies that guests are receiving the best possible service during check-in and checkout.
• Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
• Ensures that the Residence Club lounge & deck are clean, tidy and well stocked with updated reading materials.

Guest Satisfaction

• Ensure the tracking system in place to capture the guest preferences.
• Manages customer feedback effectively, uses guest issues and compliments to activate long term improvements in products and services.
• Open to new initiatives which can enhance the guest experience.

Finance

• Maximizes the room revenue and ensure the success of the room's upselling program in front office.
• Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information

Operations

• Greet as many guests as time permits at the front desk or lobby and assist the Duty Manager, front desk & residence club operations.
• Handle guest complaint and monitor guest history program and data input.
• Review all front office log book and provide proper comments to RDM if necessary.
• Facilitate multiskilling within the department
• Take appropriate action to resolve guest dissatisfaction

Human Resources

• Oversees the punctuality and appearance of all front office associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
• Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

Others

• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Le Meridien Hotels.
• Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the front office function as dictated by the industry, company and hotel.