Cluster Assistant Front Office Manager

​1. Front Office Operation
​Ensure that guests are welcomed warmly and checked in/out efficiently and professionally.
​Resolve guest complaints and concerns in a timely, professional, and courteous manner to enhance guest satisfaction.
​Monitor and maintain guest service standards, ensuring that staff provides exceptional service.
​Handle VIP guests, special requests, and ensure their needs are met promptly.
​Conduct regular follow-up with guests to ensure satisfaction and resolve any issues.
​Oversee the smooth operation of the front office on a daily basis, ensuring timely and accurate check-in and check-out procedures.
​Ensure accurate guest billing, including room charges, taxes, and any additional services, and verify the correct handling of financial transactions.
​Coordinate with housekeeping, maintenance, and other departments to meet guest needs and ensure timely room availability.
​Assist in monitoring the room availability, occupancy levels, and revenue management.
Implement and enforce hotel policies, including safety, security, and emergency procedures.
​Maintain and update guest profiles, including preferences, special requests, and loyalty program details.
​Ensure the proper handling of phone calls, emails, and inquiries made to the front desk.
​Ensure compliance with all financial policies and internal controls regarding cash handling, credit card transactions, and billing.
​Maintain emergency procedures, including evacuations, first aid, and fire drills, in coordination with hotel management.
​Perform any other duties as directed by the Front Office Manager.
​2. Team Management
Provide department orientation and training of the hotel service standards, procedures and programs.
​Constantly monitor team members' appearance, attitude and degree of professionalism.
​Motivate and provides a work environment which brings out the best in team members.
​Assist in scheduling staff shifts, ensuring the front desk is adequately staffed during peak hours.
​Conduct performance reviews for front office team members and provide feedback to improve their skills and performance.
​Conduct regular staff meetings to keep team members informed about hotel operations, policies, and guest service initiatives.