ASSISTANT FRONT OFFICE MANAGER

About the role

The Assistant Front Office Manager is responsible for assisting the Hotel Manager in the overall management and operation of the Front Office Department. The position is responsible for ensuring smooth daily Front Office operations, maintaining high standards of guest service, supervising Front Office personnel, managing room inventory and reservations, monitoring revenue and cashiering activities, and ensuring effective coordination with all hotel departments. The position acts as the key operational person within the Front Office Department and is responsible for ensuring that all guests receive professional, efficient and courteous service throughout their stay.

Key responsibilities

• Assist the Hotel Manager in planning, organising and controlling the daily operations of the Front Office Department
• Ensure the Front Office operates efficiently throughout all shifts and supervise daily operations at the Front Desk
• Ensure proper implementation of hotel policies, procedures, SOPs and service standards
• Monitor all Front Office activities during check-in, stay-over and check-out periods
• Monitor daily arrivals and departures, ensure all arrival information is accurate and coordinate room assignments according to reservations and guest requirements
• Monitor daily, weekly and future reservations and ensure all reservations are accurately entered and updated in the hotel PMS
• Monitor room availability and inventory on a daily basis and coordinate closely with Housekeeping regarding room status
• Handle guest enquiries, requests, feedback and complaints and take ownership of guest complaints to ensure timely resolution
• Supervise Front Office cashiering activities and ensure proper cash handling procedures are followed
• Supervise Front Office Executives, Front Office Assistants and other Front Office personnel and prepare and monitor departmental duty rosters

About you

• Conduct on-the-job training for Front Office personnel and ensure new employees receive proper departmental orientation
• Monitor compliance with service standards and SOPs
• Ensure Front Office staff maintain professional grooming, appearance and conduct at all times
• Ensure all guest information and hotel records are handled confidentially
• Report directly to the Hotel Manager on all Front Office operational matters
• Act as the person-in-charge of Front Office operations in the absence of the Hotel Manager or when specifically delegated
• Make operational decisions within the authority delegated by the Hotel Manager
• Ensure any major operational, financial, disciplinary or guest-related issue is escalated promptly to the Hotel Manager