Assistant Manager Front Office

The Assistant Manager shall assist the Duty Manager to run the department to ensure a smooth operation at all times.

He/she shall assist in the daily running of the department in line with the company's expectations, maintaining high standards and at the same time, be wary of the business environment and adjust accordingly when needed.

He/she shall also be assigned to overlook associates on work procedures and paperwork and ensure that the counter and lobby are always kept cleared and guests are well taken care of.

Reporting to the Assistant Front Office Managers, the incumbent will be responsible for:

Be well-versed in the Front Office operational procedures & PMS and guests key card system software.

Ensure room categories are balanced.

Control room situation at the desk and give clear direction to associates on rooms.

Supervise Front Office Executive and Senior Executive jobs and procedures.

Perform weekly night shift duties when needed.

Cover Group Coordinator and Guest Relations duties when needed.

Ensure reception traces a resolved during shift.

Participate actively in daily briefings to ensure essential information is relayed to the team members.

Ensure rooms are blocked according to guests’ preferences and requests for all Front Office sections.

Ensure VIP amenities requests are given to Rooms Service on a daily basis.

Ensure VIP letters are printed out (with call centre assistance).

Ensure all group resumes are read through and understood, and group rooms blocked accordingly.

Conduct regular lobby walks to establish rapport with in‑house guests.

Ensure guests are attended to and queue managed accordingly together with the Duty Manager.

Analyse and respond to guests’ needs accordingly and report major feedback to Duty Manager.

Act immediately to resolve any negative feedback from guest and feed back to duty manager for a follow up.

Manage and improve guest reviews score.

Participate actively in new colleague training (shadow system) based on induction program.

Ensure grooming standards of all associates.

Ensure Front Office Executives and Senior Executives are aware of SOPs and remind if necessary.

Ensure proper understanding of Cashier closure procedures.

Ensure proper control measures are in place to check associate closing paperwork.

Ensure cash float agreement is read and understood.

Ensure associates' floats are counted before and after their shift.

Diploma in Hotel Management or equivalent.

At least 2 years in a similar position or equivalent capacity in the Hotel Industry.

Good organizational skills, ability to prioritize workload and handle pressure.

Good leadership with strong interpersonal and communication skills.

Adaptable, determined and a person who wants to be in a fast‑paced environment that promotes changes and drives for achievements.