Assistant Front Office Manager

Wyndham Garden i-City; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A prominent hotel in Malaysia is seeking an experienced manager to enhance guest experiences and lead the front office team. Responsibilities include training staff, monitoring service quality, and handling guest complaints efficiently. This role requires a degree in hospitality and significant experience in customer service. The ideal candidate will ensure all guests receive attentive and exceptional service throughout their stay, aligning with hotel standards and procedures.

Qualifications

• Proven experience in hospitality management.
• Strong knowledge of customer service standards.
• Ability to handle guest complaints proficiently.

Responsibilities

• Manage guest experience and ensure service quality.
• Train and supervise front desk associates.
• Handle guest complaints and special requests.

Skills

Customer service

Hospitality management

Conflict resolution

Training and supervision

Education

Degree in Hospitality or related field

Job description

Manages the guest experience by ensuring the following is provided:

• Thoughtful and attentive service with relaxed efficiency
• Complete responsiveness to the desires of our guests
• The quality of hospitality is optimised
• Ensures that image and grooming are reinforced and consistent.
• Updates GSA on room rate changes and all Sales & Marketing programmes and promotions.
• Update associates on rules and policies governing special promotions.
• Ensures room rates are updated in the computer system correctly.
• Reviews the room revenue report and monitors rate changes and adjustments for justifications.
• Ensure that Marketing and Service programmes are tracked and reported.
• Train associates to up sell to maximise room occupancy and revenue.
• Reinforce associates to promote hotel facilities and services.
• Order office supplies and monitors their use at the same time ensuring the par stock is not accumulated heavily.
• Monitors the cleanliness of the front of the hotel area, the front desk and back office.
• To ensure respective checklist is adhered to for all shifts.
• Work closely with the Finance Department to ensure compliance with accounting procedures and cash handling policies.
• Maintain the integrity of the computer system and computer hardware.
• Ensure that guests are treated with superior service throughout check-in and check-out procedures.
• Provide quality service standard to the guests by responding to their requests promptly, efficiently and courteously, during check-in and through their stay.
• Handle and resolve guest complaints and special requests in a professional manner, ensuring prompt action at all times.
• Handle group arrivals and maintain good rapport with the group leader /guide and organisers. Provides assistance during group arrivals, throughout group stay and group departure. To attend and participate group pre-con meetings / technical meetings prior to group arrivals.
• Assigning room according to guest’s preference and history record. Checking all VIP rooms prior to guest arrival and ensuring VIP amenities set up and all VIP arrivals with limousine request have been arranged accordingly and meet and greet services are provided.
• To ensure all guest related incidents are logged in the management log book accurately.
• To liaise with Security in handling all accidents, emergency situations and reports of theft/loss.
• Monitor closely the current house count/status to ensure maximisation of revenue and occupancy are met with.
• In the event of all bookings relocation of guest is handled in a proper manner as per policy and procedure of the hotel.
• To monitor the room movements 7 days out.
• To check associates shift covered for all sections and work-stations assignment at Front Office.
• To ensure check balance report is carried out and action taken daily especially for long-stay guest
• To spot check on associates on a daily basis on the following:
• Total arrivals and departures for the day
• VIP in-house and arriving today
• Functions happening for the day
• Occupancy last night and the next 3 days forecast
• Arrivals and departures expected
• Telephone standard and answer time
• Quality of registration cards
• Work stations
• Spot checks on floats
• To ensure monthly staff duty-rosters are prepared accurately following the demands of the hotel occupancy by the respective section heads
• To monitor the yearly annual leave clearance.
• Assists the Group General Manager in preparing reports, budgeting and monitoring monthly profit & loss statistics.
• Assist the Group General Manager in over-seeing human related issues.
• Overseeing the department in the absence of the Group General Manager.
• To perform other duties as assigned from time to time by the Group General Manager.
• Responsible for taking reasonable precautionary measures on safety and health procedures with respect to person, company property, products and services.
• Supervisory personnel should study and strictly observe all the safety regulations and safe working practices at respective departments and sections.
• Is responsible for the general housekeeping for cleanliness and at the relevant respective departments/section safety operational process of which the supervisors are in-charge of the department/section.
• Each supervisor is held responsible for taking reasonable precautionary measures on safety and health procedures with respect to person, company property, products and services.
• Supervisory personnel should study and strictly observe all the safety regulations and safe working practices at respective departments and sections.
• To communicate and reinforce safety requirements and procedures are followed on specific job instructions.
• To ensure proper use of safe tools and equipments at all times.
• To take immediate remedial action to initiate corrective measures on unsafe conditional or environmental when deemed necessary.
• Is responsible for the general housekeeping for cleanliness and at the relevant respective departments/section safety operational process of which the supervisors are in-charge of the department/section