Assistant Front Office Manager

FORTUNE VALLEY SDN. BHD.; Port Dickson; On-site; MYR 48,000 - 72,000; Full time

Job summary

FORTUNE VALLEY SDN. BHD. is seeking an Assistant Front Office Manager to oversee guest services, VIP arrivals and daily front desk operations. The role coordinates with Housekeeping to ensure prompt room availability, maintains up-to-date guest information, and supports budget planning for the Concierge department.

The candidate will lead guest relations, handle special requests, and drive service standards to achieve high guest satisfaction across all outlets and services.

Responsibilities

• Allocates rooms for arriving guests according to reservation criteria including VIP arrivals, special requests and group arrivals.
• Personally meets and greets all arriving VIP guests and communicates with FOM or GM on arrival and departure.
• Coordinates with Housekeeping to ensure vacant/clean rooms are available for immediate occupation.
• Keeps hotel information such as promotions, menu prices and outlet hours up-to-date for guest enquiries.
• Communicates with Outgoing Supervisor or Duty Manager at shift start and follows up on outstanding issues.
• Communicates with Incoming Supervisor or Duty Manager at shift end and resolves issues.
• Assists guest enquiries for restaurant reservations, entertainment and local attractions; maintains brochures for tours.
• Establishes Standard Operating Procedures for the department and ensures policy compliance.
• Initiates programs to improve procedures and maximize productivity and guest satisfaction.
• Assists FOM to prepare the Concierge Department expenditure budget annually.
• Ensures car park, driveway, entrances, lobby, lounge areas and lifts are neat and orderly.
• Maintains staff morale and monitors turnover; communicates professionally with internal and external parties.
• Follows up on EAST Manual training implementation and reviews Monthly Profit & Loss reports to control costs.
• Performs other duties as assigned from time to time.

Skills

Guest relations

VIP handling

Shift coordination

Communication skills

Staff motivation

Tools

Profit & Loss reports

SOP development

Job description

- Allocates rooms for arriving guests according to reservation criteria; VIP arrivals, special requests, group arrivals and air crew arrivals.
- Personally meets and greets all arriving VIP guests and communicates with FOM or GM upon arrival and departure.
- Coordinates with Housekeeping to ensure supply of vacant/clean rooms are available for immediate occupation by arriving guests.
- Ensures that all hotel information, such as special promotions, outlet menu prices and outlet operating hours is kept up-to-date and readily available to assist with guest enquiries.
- Communicates with the Outgoing Supervisor or Duty Manager at the start of the shift and ensures that all outstanding issues are followed through accordingly.
- Communicates with Incoming Supervisor or Duty Manager at the end of the shift and determine any issues requiring immediate action and follow up.
- Assist guest enquiries for restaurant reservations, information for entertainment, tourist and local attractions. Maintains an updated supply of brochures for tours and local attractions.
- Establishes the Standard Operation Procedures for the department (update as required) and ensures compliance of Company policies and procedures contained therein.
- Initiates programs for the constant improvement of procedures and systems to streamline operations and maximize productivity and high guest satisfaction.
- On an annual basis, assists the FOM to prepare the Concierge Department expenditure budget.
- Ensures the car park, driveway, entrances, lobby and lounge areas and passenger lifts are maintained in a neat and orderly fashion.
- Maintains a high level of staff morale within the department and monitors the staff turnover ratios.
- Maintains a high standard of oral communication with parties at all levels, both internal and external.
- Responsible for following up the implementation of EAST Manual training.
- Reads and understands the Monthly Profit & Loss Report, and monitors controllable costs through these reports.
- Performs other duties as may be assigned form time to time.

What can I earn as an Assistant Front Office Manager