Assistant Front Office Manager

Job Overview:

The Assistant Front Office Manager is responsible for overseeing the daily operations of the front office department, ensuring the highest level of guest satisfaction and smooth operation of the check-in/check-out process. The role involves supervising the front desk team, managing guest relations, coordinating communication with other hotel departments, and ensuring the front office operates efficiently and within budget. This position plays a crucial role in driving revenue, implementing hotel policies, and maintaining a positive guest experience.

Key Responsibilities:

Leadership and Staff Supervision:

• Supervise and lead the front office team, including receptionists and night auditor.
• Manage daily staff schedules, ensuring appropriate coverage at all times, including peak check-in/check-out hours and seasonal demands.
• Provide ongoing training, coaching, and performance evaluations to ensure staff are delivering exceptional customer service and adhering to hotel standards.
• Regularly conduct on-job-training to keep the employees up to date with current practice and trend.
• Resolve any staffing issues, complaints, or conflicts in a timely and professional manner.
• Responsible in all aspects of Front Office Department operations.

Guest Service and Satisfaction:

• Oversee the guest check-in/check-out process, ensuring it is smooth, efficient, and welcoming.
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
• Handle guest complaints or issues, ensuring prompt and effective resolution to maintain high levels of guest satisfaction.
• Attends to guest's complaints, inquiries and requests.
• Monitor and respond to guest feedback, including online reviews, and implement improvements when necessary.
• Ensure that all guest requests, including special accommodations, are met with the highest level of service.
• Ensuring services provided by Front Office employees meet the established policies and procedures to achieve the highest levels of guest satisfaction.

Operational Oversight:

• Manage the daily operations of the front office, ensuring all tasks are completed accurately and in a timely manner.
• Monitor room availability, occupancy, and reservations, and work with the sales department to optimize room rates and revenue.
• Ensure compliance with all hotel policies, including safety, security, and emergency procedures.
• Conduct regular inspections of the front office and guest areas to ensure cleanliness, orderliness, and adherence to quality standards.
• Regularly inspect guestrooms and public areas to ensure orderliness and cleanliness standards are maintained at all time.

Revenue and Budget Management:

• Work with the hotel manager and sales team to maximize revenue by ensuring rooms are priced competitively and bookings are optimized.
• Oversee the daily reconciliation of cash, credit, and room charges.
• Assist in budget preparation and cost control for the front office department, ensuring operational efficiency without compromising guest service.
• Analyze financial reports and identify opportunities for improvement.
• Planning and implementing strategies to achieve constant improvements in expenditure control and department's performance.

Administrative Duties:

• Prepare and maintain reports related to front office operations, such as occupancy, revenue, guest feedback, and staff performance.
• Ensure proper documentation of guest incidents, complaints, or any operational issues.
• Oversee the handling of reservations, cancellations, and billing inquiries.
• Monitor and manage front office supplies and inventory.
• Responsible for effective inventory management activities such as stock control, stock monitoring and stock purchase to ensure smooth daily operations.
• Prepares relevant reports in timely manner for the management that clearly explain operational effectiveness, trends and variances.
• Understand in depth the systems feature and applications module functionalities to support daily operations.

Collaboration with Other Departments:

• Work closely with housekeeping, maintenance, sales, and other departments to ensure smooth communication and cooperation.
• Coordinate with the sales and marketing team to implement promotional strategies and upsell opportunities.
• Assist with the coordination of events, special requests, and guest services that involve multiple hotel departments.
• Monitoring room status regularly and maintain effective communication with the Housekeeping Department.
• Coordinate with Finance Department / Accounting Department on all cashiering functions and credit procedures affecting the Front Office and to ensure adherence to established accounting policies and procedures.

Qualifications:

Education:

• High school, diploma or equivalent required.
• A Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.

Experience:

• Minimum of 3-5 years of experience in a front office or guest services role within a hotel or similar hospitality environment.
• At least 3 years in a supervisory or management position.

Skills and Abilities:

• Strong leadership skills with the ability to motivate, coach, and lead a diverse team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with guests, staff, and management.
• Outstanding organizational and time management skills.
• Ability to handle multiple tasks, manage competing priorities, and make quick decisions under pressure.
• Knowledge of hotel management software (PMS), reservation systems, and Microsoft Office .
• Strong problem-solving and conflict-resolution skills.
• Proficient in financial management, with experience in budgeting and cost control.
• Well verse with hotel’s front office operations and administrations.

Additional Requirement :

• Guest oriented and service minded person.
• Able to work in rotation shift inclusive during weekend , public holidays and On Call duty.
• 6 working days with 1 day off per week.

What we offer

Hotel Casuarina @ Kuala Kangsar, we are committed to providing our employees with a rewarding and fulfilling work environment. Some of the benefits you can expect include:

• Competitive salary
• Comprehensive medical, including Clinic Panel, medical insurance, GTL & GPA
• Opportunities for career development and professional training
• Discounts on our Hotel Casuarina
• Free parking
• Meal provided

About us

Hotel Casuarina @ Kuala Kangsar is an English-style boutique hotel that is refined and stylish, whether for business or leisure stays. It consists of two modern architectural buildings elegantly facing the second largest river in peninsular Malaysia, the Perak River.

If you are passionate about hospitality and eager to join a dynamic and growing organization, we encourage you to apply for this exciting opportunity. Apply now to take the first step towards an rewarding career with Hotel Casuarina @ Kuala Kangsar.

Job Type: Full-time

Pay: RM3,500.00 - RM4,500.00 per month

Benefits:

• Free parking
• Health insurance
• Maternity leave
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Early shift
• Evening shift
• Night shift
• On call
• Rotational shift
• Weekend jobs

Application Question(s):

• What is your Expected Salary ?

Experience:

• hotel management: 3 years (Required)
• hotel's front office: 3 years (Required)