Assistant Front Office Manager

DAISHO DEVELOPMENT SINGAPORE PTE LTD; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading hospitality company in Singapore is seeking an Assistant Front Office Manager to supervise front desk functions, enhance guest satisfaction, and support team performance. The ideal candidate will have strong leadership skills, a commitment to customer service, and proficiency in hospitality management. This role emphasizes operational excellence and guest interaction, fostering a positive environment for both guests and staff.

Qualifications

• Demonstrated ability to lead and influence others.
• Experience managing operations in a front office setting.
• Ability to handle complaints and resolve conflicts effectively.

Responsibilities

• Assist in administering front office functions and supervising staff.
• Ensure guest satisfaction and financial performance.
• Collaborate with team members to improve service quality.

Skills

Interpersonal and communication skills

Leadership

Customer service excellence

Education

Experience in hospitality management

Knowledge of Marriott Bonvoy Loyalty Program

Job description

Job Summary

Assists the Front Office Manager in administering front office functions and supervising associates on a daily basis. Front office areas include Bell/Door Staff, Service Express, Westin Club, and Guest Services/Front Desk. The Assistant Front Office Manager directs and works with managers and associates to carry out procedures ensuring an efficient check-in and check-out process. Ensuring guest and associate satisfaction and maximizes the financial performance of the department and hotel.

Core Work Activities

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding associates' positions well enough to perform duties in their absence.
• Ensures associate recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with associates

Monitoring and Supporting Progress Towards Front Desk Goals

• Manages day-to-day operations, ensuring the quality, The Westin brand standards and meeting the expectations of guests on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Be a subject matter expert on Marriott Bonvoy Loyalty Program
• Ensuring associates are adhering to Marriott International Health Check standards
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the guest recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Act as a First Responder in Emergencies
• Participate in Fire Evacuation Exercises
• Analyzes reports and information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.