Assistant Front Desk Manager

Description

As an Assistant Front Desk Manager, you will serve as the primary point of contact for addressing in-house guest feedback. This role primarily involves direct, face-to-face interactions with guests and represents senior hotel management in their absence. The Assistant Front Desk Manager is responsible for performing the following tasks with the highest standard of service.

Responsibilities and Duties

Oversee Front Desk operations, addressing guest concerns and making prompt decisions as needed. Monitor staff performance and cleanliness at the Front Desk, reporting findings for follow-up. Support and coach staff in handling special requests, complaints, and daily tasks. Ensure accurate and timely preparations for daily arrivals, with attention to VIP guests. Maintain sufficient staffing levels and adherence to brand standards through audits and training. Utilize AI tools (e.g., Kipsu, SALT, Synergy) to enhance guest experiences and drive innovation. Handle guest complaints promptly, review feedback, and implement corrective actions. Conduct staff appraisals, training, and buddy systems for new team members. Manage evening and night operations, including room availability, night audits, and emergency cases. Represent hotel management during night shifts, ensuring smooth operations and compliance with standards. Stay informed about hotel products, services, policies, and procedures. Perform other duties as assigned by management.

Qualifications and Requirements

Minimum of 3 years' experience in Front Office operations within the luxury hotel, leisure, or retail industry. Up-to-date knowledge and valid certifications in health, safety, and security procedures. Calm, efficient, and capable of performing well under pressure in various situations. Strong interpersonal and communication skills. Proficient in Microsoft Word, Excel, and Outlook. Passionate about delivering exceptional guest service. Impeccable grooming and professional presentation. Able to work independently or collaboratively within a team. Supervisory or management certification, diploma, or degree is an advantage.

Working Condition

Working hours

5 days / 44 hours