Assistant Manager – Front Office

Dusit Thani Hotel; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Dusit Thani Hotel Cebu City is seeking a seasoned Front Office professional to lead operations, supervise daily activities, and drive guest satisfaction. You will work under the Front Office Manager, aim to maximize occupancy and average rate, and coordinate with Sales and Banquet to handle groups and events.

This role requires a Bachelor degree in Hotel Management and at least five years in Front Office experience, with excellent English communication and interpersonal skills.

Qualifications

• Bachelor degree in Hotel Management or related field.
• Minimum 5 years in Front Office experience.
• Strong English communication skills, written and spoken.

Responsibilities

• Assist in achieving maximum occupancy and average rate at all times.
• Supervises day to day operation and ensures high service standards.
• Coordinates with Sales and Banquet to handle tours, groups, and events.
• Reviews and maintains Front Office systems and procedures.
• Manages guest complaints professionally and maintains guest feedback logs.
• Reports and documents incidents and ensures safety and security procedures.

Skills

English communication

Interpersonal skills

Education

Bachelor degree in Hotel Management or related discipline

Job description

Job Description

PRIMARY RESPONSIBILITIES

• Works under the guidance of the Front Office Manager.
• Assists in achieving a maximum occupancy and average rate at all time.
• Supervises day to day operation.
• Ensures a high standard of service given to guests.
• Works closely with all departments, especially with Sales and Banquet, and ensures that tours, groups, conventions or cooperate clients are handled properly.
• Reviews, maintains and amends systems and procedures within the department.
• Assists Rooms & Guest Services Manager in greeting and escorting important or very important guests (VIP).
• Supports training programs and trains staff in accordance with company standards and policies.
• Monitors guest feedback and informs Rooms & Guest Services Manager or EAM when necessary.
• Informs Rooms & Guest Services Manager or EAM of all developments, special occurrences (e.g. accident or theft) and documents the events.
• Reports the special occurrences in the logbook.
• Handles all emergencies, accidents etc. with security and provides required documentation in logbook.
• Ensures that all tasks are completed by the end of the shift.
• Ensures that all news Rooms & Guest Services staff understands the hotel and company policies and standards.
• Ensures a smooth operation in the Communication Center and in the Business Center.
• Works with all pre-set budgetary limits.
• Handles guest complaints professionally.
• Prepares all reports as required.
• Inspects all areas of the operation for cleanliness and security.
• Controls the flow of the lobby and the front entrance.
• Prepares himself/herself to handle any emergency that may occur in the hotel.
• Is familiar with company policies and standards (Rooms & Guest Services policies and emergency procedures).
• Performs other duties as assigned by Rooms & Guest Services Manager or EAM.

ADMINISTRATIVE RESPONSIBILITIES

• Acknowledges and screens daily work schedule.
• Conduces daily briefing and de-briefing in the absence of the Department Head.
• Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business.
• Establishes two-way communication with related departments.
• Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
• Manages time effectively by meeting deadlines on time.
• Administers personnel action on leaves & overtime requests, disciplinary actions and commendation.
• Identifies and solves problems in a professional manner.

TECHNICAL RESPONSIBILITIES

• Knows and understands the job description of all positions in his/her department and beware of others.
• Knows and understands policies relating to his/her department and others.
• Recognizes good quality products and presentation.
• Checks and improves all service standards established by the company.
• Supervises staff activities to maximize revenue and minimize costs.
• Provides assistance to the staff when required during peak periods.
• Maintains grooming standards for all personnel.
• Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency.
• Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources.

COMMERCIAL RESPONSIBILITIES

• Communicates effectively with guest, clients, business partners and staff.
• To be a good sales person to promote hotel’s image and businesses.
• Participates community projects or activities in order to promoting the hotel’s image and cooperation to improve community relationship.

HUMAN RESOURCES RESPONSIBILITIES

• Coaches and counsels all staff when applicable
• Evaluates objectively the performance of staff in his/her responsibilities.
• Provides training to all staff in his/her department regularly.
• Motivates staff to grow within the company.
• Develops him/herself to be better manager at all times.

RELATIONSHIP

• Reports to General Manager and if applicable works closely with designated Corporate Office.
• Directs and supervises activities of the departments concurred.
• Coordinates with other managers to ensure smooth operations and all activities of the hotel.
• Interacts with clients, guests, government officials, supplies, and other important individual in the community in promoting the hotel.
• To be able to communicate with guests effectively and efficiently.

OTHERS

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

ACCOUNTABILITIES

Represents Dusit's brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

COMPANY'S CULTURE

• Communicate and fully embracing the Company's culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. - "Proud to belong and to contribute"

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENTS

• Minimum education of Bachelor degree in Hotel Management or relevant discipline.
• Minimum of 5 years in Front Office experience.
• Knowledgeable in Front Office Operation.
• Have good English communication skills both in written and spoken.
• Possess professional disposition with excellent interpersonal skills.