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.

Essential Duties and Responsibilities – (*_Key Activities_*)

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.

· Ensure the hotel security and emergency policies and procedures are adhered to.

· Establish contacts with local authorities

· Assist/complies occupancy forecasts and statistic as and when required.

· Ensures that all Residence Club associates deliver the promise and provide exceptional guest service at all times.

· Ensures that Residence Club associates also provide excellent service to internal customers as appropriate.

· Greets and checks-in VIP and Long Stay guests.

· Ensures that all Residence Club associates are aware of current promotions, policies and other important information.

· Ensures that all Residence Club associates are familiar with the hotel’s products and services.

· Implements guest recognition programmes and maintains a relevant guest history database.

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· 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

· Assist RDM manage a cost effective budget with measurable targets for the department within the financial parameters set down by the hotel budget.

· 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

· Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

· Ensure an efficient and effective use of the resources within the department

· Conduct surprise checks on cashier’s floats and reports discrepancies to the Front Office Manager.

· Check and monitor high balance follow-ups and take required discrepancies to the Front Office Manager

Job Type: Full-time

Pay: From RM5,000.00 per month

Benefits:

• Health insurance
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person