Assistant Front Office Manager
Full-time
Staff Solutions
QUALIFICATIONS & SKILLS:
Operational Oversight
- Diploma or degree in Hospitality or Hotel Management
- 3–5 years of front office experience, with at least 1–2 years in a supervisory capacity
- Proficiency in hotel PMS systems (e.g., Opera), POS, and Microsoft Office
- Strong understanding of front desk, reservations, concierge, and night audit functions
- Excellent communication and interpersonal skills
- Excellent leadership and team supervision
- Strong guest service orientation with conflict resolution skills
- Ability to multitask and manage pressure calmly
- Organisational efficiency and attention to detail
- Strong verbal and written communication
- Professional appearance and conduct
- Sound judgment and initiative
Operational Oversight
- Support and manage daily front office operations including reception, concierge, guest services, and switchboard.
- Ensure team adherence to SOPs and that check-in/check-out processes are efficient and accurate.
- Liaise with housekeeping and reservations to ensure room allocations, guest preferences, and special requests are fulfilled.
- Monitor lobby presence and actively support team members during peak times.
- Engage with guests proactively to ensure satisfaction, resolve complaints, and exceed expectations.
- Manage VIP arrivals and coordinate special welcome amenities or services.
- Supervise handling of early arrivals, late checkouts, and overbooking situations.
- Provide hands-on guidance, coaching, and feedback to front office staff.
- Assist in scheduling shifts, approving leave, and managing departmental rosters.
- Support onboarding and training of new team members in alignment with hotel service standards.
- Conduct regular team briefings to ensure service consistency and communication of updates.
- Oversee shift handovers and ensure all guest and operational issues are clearly communicated.
- Verify billing accuracy, room charges, and payment processing in collaboration with the night audit team.
- Monitor departmental supplies and equipment, initiating orders when necessary.
- Prepare daily reports for management review as delegated by the Front Office Manager.
- Champion guest satisfaction across all touchpoints in the front office.
- Act as a point of escalation for complex guest complaints or service recoveries.
- Monitor guest feedback platforms and address concerns where appropriate in collaboration with the Front Office Manager.
- Foster a culture of professionalism, teamwork, and respect within the front office.
- Identify performance gaps and support ongoing training and development plans.
- Promote cross-training and collaboration between guest services, concierge, and night audit teams.
- Ensure all procedures related to check-in, check-out, room allocations, and billing are followed precisely.
- Conduct regular quality checks at the front desk and monitor team grooming, uniform, and service presentation.
- Implement improvements based on guest feedback and internal audits.
- Monitor cash handling procedures and ensure compliance with hotel financial protocols.
- Support the night audit and finance teams in daily revenue reconciliation when required.
- Ensure billing issues, disputed charges, and refunds are resolved accurately and in a timely manner.
- Identify and report maintenance or IT issues affecting the front office area or guest experience.
- Ensure the lobby and reception areas remain clean, well-presented, and guest-ready.
- Support operational readiness during emergencies or unplanned disruptions.
- Represent the Front Office Manager during absences or days off.
- Collaborate with other department heads to ensure overall operational alignment.
- Perform any other reasonable tasks as delegated by senior management.
- Flexibility to work shifts, including evenings, weekends, and holidays
- Immaculate grooming and presentation in line with luxury hospitality standards
- Physically able to stand for extended periods and manage a fast-paced environment
- Passion for hospitality and continuous service improvement
Vacancy posted 11 hours ago
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