Assistant Manager Front Office

Overview

The Assistant Manager shall assist the Duty Manager in running 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 while being aware of the business environment and adjusting accordingly when needed. He/she shall also oversee associates on work procedures and paperwork, ensuring that the counter and lobby are always kept cleared and guests are well taken care of.

• Operations:
  Be well‑versed in the Front Office operational procedures, PMS, and guests key card system software; ensure room categories are balanced; control the room situation at the desk and give clear direction to associates on rooms; supervise Guest Service Executive jobs and procedures; perform weekly night shift duties when needed; cover Group Coordinator and Guest Relations duties when needed.
• Administration:
  Ensure reception traces are resolved during shift; participate actively in daily briefings to relay essential information to team members; ensure rooms are blocked according to guests’ preferences and requests for all Front Office sections; ensure all group resumes are read through and understood, and group rooms are blocked accordingly.
• Lobby Service:
  Conduct regular lobby walks to establish rapport with in‑house guests; ensure guests are attended to and queues are managed accordingly together with the Duty Manager; analyze and respond to guests’ needs accordingly and report major feedback to the Duty Manager; act immediately to resolve any negative feedback from guests and feed back to the duty manager for follow‑up; manage and improve guest review scores.
• Staff Training & Development:
  Participate actively in new colleague training (shadow system) based on the induction program; ensure grooming standards of all associates; ensure Guest Service Executives are aware of SOPs and remind them if necessary.
• Control:
  Ensure proper understanding of Cashier closure procedures; ensure proper control measures are in place to check associates’ closing paperwork.
• Cash Floats:
  Ensure the cash float agreement is read and understood; ensure associates’ floats are counted prior to 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 someone who wants to be in a fast‑paced environment that promotes change and a drive for achievements.