ASSISTANT FRONT OFFICE MANAGER (AFOM)

Santa Grand Hospitality Pte Ltd; Kuala Lumpur; On-site; USD 28,000 - 38,000; Full time

Job summary

A leading hospitality company in Kuala Lumpur is seeking an Assistant Front Office Manager who will ensure exceptional customer service, manage front office operations, and support team development. This role requires a proactive individual capable of resolving guest issues and enhancing operational efficiency.

Qualifications

• Experience in a front office management role is highly desirable.
• Strong understanding of hotel management operations.
• Ability to train and develop team members.

Responsibilities

• Manage and motivate the Front Office team to provide high standards of service.
• Handle guest complaints and ensure satisfaction.
• Prepare daily and monthly revenue reports and forecasts.

Skills

Customer Service

Problem Solving

Team Leadership

Staff Training

Financial Performance Management

Job description

Customer Satisfaction (Guest Feedback, Social Media Review).

Financial Performance (Up-selling, Room Revenue, Operation Auditing).

Showing Initiative, Problem Solving, Staff Training, Team Leading.

Manages and motivates the Front Office team in order to provide a high standard of service for customers.

Welcomes guests and fosters customer loyalty through his/her friendly manner.

Develops high-quality relationships with guests throughout their stay.

Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

Oversee and supervise guest arrivals and departures with the front office executive and duty managers.

Provide a high level of customer service and maintain a high profile in the day-to-day front office operations.

Ensure that personalized service is offered to each and every guest.

Ensures that the pricing policy and internal audit procedures are duly applied.

Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

Review the arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.

Prepare monthly and daily revenue reports and circulate them to all HOD’s.

Prepare Room revenue and occupancy forecast and take action on rate strategies.

Integrates and trains employees, providing support for skills development.

Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.

Ensures that the workplace remains clean and tidy

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

Have a good knowledge of all systems and standard operating procedures of the front office.

Ensures that guest documentation and information are available and up-to-date

Manage and supervise the front desk staff to ensure smooth operations and provide excellent customer service.

Manage guest reservations, check-ins, and check-outs to ensure timely and accurate processing.

Respond promptly and appropriately to guest inquiries, complaints, and requests to resolve any issues and ensure guest satisfaction.

Maintain accurate and up-to-date records, including guest information and financial transactions.

Prepare daily reports and analyze data to identify trends and areas for improvement.

Maintain inventory of office and guest supplies and equipment and order supplies as needed.

Ensure the front desk area is clean, organized, and presentable at all times.

Train, coach, and motivate front desk staff to provide excellent customer service

Control of front desk tidiness and availability of all necessary stationery and material including pens٫ forms and informative leaflets

Ensuring timely and accurate customer service

Scheduling shifts and supervising front-office personnel

Trains, cross–trains, and retrains all front office personnel.

Schedules the front office staff.

Supervises workload during shifts.

Evaluate the job performance of each front office employee.

Maintains working relationships and communicates with all departments.

Verifies that accurate room status information is maintained and properly communicated.

Resolves guest problems quickly, efficiently, and courteously.

Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.

Works within the allocated budget for the front office.

Receives information from the previous shift manager and passes on pertinent details to the incoming manager.

Checks cashiers in and out and verifies banks and deposits at the end of each shift.

Enforces all cash handling, check-cashing, and credit policies.

Conducts regularly scheduled meetings of front office personnel.

Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.

Upholds the hotel’s commitment to hospitality.

Prepare performance reports related to the front office.

Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit reports and maintain close observation of daily house count. Monitor the selling status of the house daily. Ie flash report, allowance etc.

Monitor high-balance guests and take appropriate action.

Ensure implementation of all hotel policies and house rules.

Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.

Prepare revenue and occupancy forecasting.

Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

Monitor all V.I.P.’s special guests and requests.

Maintain the required pars level of all front office and stationery supplies.

Review daily front office work and activity reports generated by Night Audit.

Review Front office log book and Guest feedback forms on a daily basis.

Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

Perform other duties as requested by management.

Training and supporting office staff

Handling complaints and specific customers requests

Monitoring stock and order office supplies and troubleshooting emergencies

Managing records of office expenses and costs

Overseeing the compliance with company’s policies and security requirements

Supporting, training, and supervising front office staff.

Ensuring that all customer-related tasks are handled accurately and on time to improve guests' experience.

Handling customer complaints and special requests.

Preparing monthly management reports on customer feedback, bookings, and cancellations.

Managing the departmental budget.

Unlock job insights

Salary match Number of applicants Skills match

Hotel & Accommodation Services 11-50 employees

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What can I earn as an Assistant Front Office Manager