Assistant Front Office Manager

Job description

Responsibilities

· Prepare work schedules and annual leave schedules within budget, business expectations and guidelines of the appropriate industrial legislation.
· Familiar with hotel emergency and crisis handling procedure. Provide comprehensive trainings to associates within Front Office Department.
· Conduct Room Inspections with particular emphasis on cleanliness and standard set up and helps carry out inspection of other hotel areas regularly, including lobby and driveway.
· Perform room inspection for VIP rooms, work with Housekeeping team and Engineering team to ensure cleanliness and condition is maintained at high-standard.
· Ensure that the guest registration, checkout, and mail services are handled efficiently, promptly and courteously in accordance with the hotel's policy and procedures.
· Manage and maximize occupancy, revenue, and average rate while maintaining high service standards via the up-selling programs within the department.
· Effectively handle all guest complaints and implements long term solutions where possible. Follow up any outstanding issues and make sure service recovery is provided.
· Review guest feedback from different platforms. Drive outstanding result from TripAdvisor by reviewing current service standard and implement new initiative when necessary.
· Implement and maintain training systems to ensure that associates have the necessary framework and skills to perform their job efficiently and effectively.

Desired profile

Qualifications :

·  Minimum 7 years of Front Office experience with at least 3 years managerial experience, preferably gained from hospitality or related service industry
·  Familiar with Opera System
·  Excellent command of spoken English and Putonghua
·  Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
·  Be able to coach and train new associates.
·  Ability to manage and lead the team.
·  Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.