Phó Bộ Phận Tiền Sảnh/ Assistant Front Office Manager

* Operations Management
- Ensure the Front Office operates smoothly, efficiently, and delivers the best possible guest
experience.
- Supervise checlcin and check-out procedures to ensure accuracy, speed, and compliance with hotel standards
- Control room allocation, handle special requests, and monitor daily room status.
+ Coordinate closely with other departments to ensure guest satisfaction.
+ Manage work shifts, scheduling, and maintain presence in the lobby during peak hours.
- Oversee the operation of OPERA PMS, telephone systems, key card systems, and other supporting Software.
* Guest Services
- Welcome, assist, and handle important guest feedback or complaints.
+ Supervise staff communication, attitude, and appearance to ensure service quality.
+ Monitor and analyze guest reviews (TrustYou, [protected info], TripAdvisor, etc.) and propose improvement actions.
+ Oversee the implementation of guest loyalty programs.
- Ensure proper service standards for VIPs, repeat guests, MICE groups, and other special guests according to 5-star requirements.
* Human Resources & Training
- Assist the Front Office Manager ïn recruitment, performance evaluation, and employee recognition or disciplinary actions.
- Develop periodic training plans on service skills, complaint handling, upselling, and communication skills.
- Conduct on-the-job training, supervise performance, and ensure staff compliance with SOPs.
* Administrative Management
- Control operational costs, office supplies, and front office equipment.
- Review, update, and implement department procedures, forms, and SOPs.
+ Approve Duty Manager and Night Audit reports and handle any operational issues arising.
* Safety & Security
- Act as the main liaison between the Front Office and the Emergency Response Team during critical situations.
+ Implement and supervise compliance with safety and security procedures in the Front Office area.
+ Coordinate in handling incidents, accidents, or emergencies involving guests or staff.
+ Ensure staff receive regular training on fire safety (PCCC) and emergency evacuation procedures.