Assistant Front Office Manager

Front Office

· Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.

· Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.

· Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Supporting Management of Front Desk Team

· Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

· Encourages and builds mutual trust, respect, and cooperation among team members.

· Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

· Ensures employee recognition is taking place on all shifts.

· Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

· Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

· Develops specific goals and plans to prioritize, organize, and accomplish your work.

· Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

· Strives to improve service performance.

· Collaborates with the Front Office Manager on ways to continually improve departmental service.

· Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

· Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

· Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

· Provides services that are above and beyond for customer satisfaction and retention.

· Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

· Serves as a role model to demonstrate appropriate behaviors.

· Sets a positive example for guest relations.

· Displays outstanding hospitality skills.

· Empowers employees to provide excellent customer service.

· Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

· Provides feedback to employees based on observation of service behaviors.

· Handles guest problems and complaints effectively.

· Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

· Implements the customer recognition/service program, communicating and ensuring the process.

· Ensures compliance with all Front Office policies, standards and procedures.

· Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

· Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

· Analyzes information and evaluating results to choose the best solution and solve problems.

· Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

· Communicates critical information from pre- and post-convention meetings to the Front Office staff.

· Participates in department meetings.

Job Type: Full-time

Pay: RM3,100.00 - RM4,500.00 per month

Benefits:

• Health insurance
• Maternity leave
• Meal provided
• Professional development

Application Question(s):

• Explain your ability to lead the team?

Experience:

• front office supervisory: 4 years (Required)

Work Location: In person