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 check-in 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 in 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.