Assistant-Front Office Manager at Bridge Talent Management

Job Purpose/Mission:

The primary mission of this role is to supervise all front office personnel, ensuring the proper completion of all front office duties. The role involves directing and coordinating activities related to the front desk, reservations, guest services, and telephone areas. Additionally, it includes responsibilities for preparing monthly reports and budgets for the front office department.

Duties & Responsibilities:

1. Train, cross-train, and retrain all front office personnel.
2. Participate in the interview and selection process of front office staff.
3. Schedule front office staff shifts.
4. Supervise workload during shifts.
5. Evaluate the job performance of each front office employee.
6. Maintain working relationships and communication with all departments.
7. Manage master key control.
8. Verify the accuracy of room status information and ensure proper communication.
9. Efficiently resolve guest problems and address their concerns.
10. Update group information and coordinate group requirements.
11. Review and complete credit limit reports.
12. Operate within the allocated budget for the front office.
13. Facilitate the check-in and check-out process.
14. Conduct regular meetings with front office personnel.
15. Ensure that all employees adhere to uniform and grooming standards.
16. Prepare performance reports related to the front office.
17. Maximize room revenue and occupancy by monitoring rates and occupancy.
18. Monitor high-balance guests and take appropriate action.
19. Ensure the implementation of hotel policies and house rules.
20. Operate the Front Office computer system and manage software maintenance, report generation, and analysis.
21. Prepare revenue and occupancy forecasts.
22. Manage the logging and delivery of messages, packages, and mail.
23. Ensure that employees provide excellent service to all guests, managers, and other staff.
24. Maintain an inventory of front office and stationery supplies.
25. Review daily Front Office work and reports generated by Night Audits.
26. Review the Front office log book and Guest feedback forms daily.
27. Maintain an organized filing system for documentation.
28. Supervise the activities and service levels of the Front Desk and Concierge/Porters.
29. Monitor Front Office employees to ensure all guests receive prompt recognition.
30. Promote guest-friendly behaviors, such as smiling and greeting guests by name.
31. Ensure check-in procedures are strictly followed, obtaining correct guest details and charge-out information.
32. Oversee the VIP guest process, including reviewing VIP reservations and room inspections.
33. Ensure that all charges are accurately entered on guest bills and regularly balanced.
34. Coordinate arrivals efficiently in collaboration with the Housekeeping and Reservations departments.
35. Monitor front office financial operations and compliance with accounting controls and procedures.
36. Ensure prompt delivery and collection of luggage.
37. Handle inquiries, messages, and bookings courteously and efficiently.
38. Coordinate duty roster preparation to ensure adequate staffing.
39. Ensure staff maintains proper grooming and dress code.
40. Ensure prompt delivery of newspapers and parcels to rooms.
41. Handle incoming and outgoing telephone calls promptly and courteously.
42. Conduct regular checks of front-of-house areas for maintenance requirements.
43. Hold performance appraisals with junior staff and provide necessary training.
44. Ensure team members have updated knowledge of hotel products, services, and local area information.
45. Assist in the recruitment and interviewing of team members.
46. Promote hotel services and facilities to maximize room occupancy and revenue.
47. Act as the manager on duty when senior managers are unavailable.
48. Oversee the travel desk team’s coordination with the front desk team.
49. Maintain guest history and send periodic statistical data to relevant departments.
50. Coordinate the preparation of duty rosters.
51. Ensure completion and follow-up of maintenance work in the front office department.
52. Comply with all statutory and legal requirements for fire, licensing, health, and safety.
53. Manage RFPs from the Best Western Company office.
54. Responsible for the hotel’s position and ranking in online portals.
55. Perform other duties as requested by management.

Requirements:

• Diploma in Hotel Management/Front Office Management or equivalent.
• 3+ years of experience in an equivalent role with a rated hotel.
• Exceptional listening and communication skills.
• A polite and engaging personality.
• Commitment to customer satisfaction and service excellence.