Assistant Hotel Manager

Description

Responsible for ensuring the smooth operation of the hotel and meeting guest needs by addressing inquiries, offering solutions, and delivering excellent customer service. Identify operational gaps and work towards enhancing hotel review scores across all OTAs, TripAdvisor, and social media platforms.

Responsibilities and Duties

Operations Management: Streamlining and enhancing operational procedures. Managing and supervising staff across various departments. Ensuring seamless operations by preparing rosters and arranging shift coverage for last-minute or medical leave. Ensuring timely responses to emails and OTA messages within 24 hours. Verifying that all non-refundable bookings are charged appropriately and that cancellable bookings adhere to the cancellation policy. Ensuring no outstanding payments for both in-house and check-out guests. Ensuring the accuracy of daily operational reports. Providing training and support to new team members. Covering shifts when necessary. Monitoring and maintaining appropriate inventory levels. Sourcing and evaluating new suppliers while reviewing existing ones. Customer Service: Ensuring that all special guest requests prior to check-in are addressed and arranged. Addressing guest concerns or complaints in a timely and professional manner. Monitoring OTA reviews and following up on any complaints to prevent recurrence, while also acknowledging positive feedback about specific team members. Actively working to improve online review ratings. Reporting: Reviewing daily shift reports and submitting them to the Operations or General Manager for monthly reporting. Reconciling and preparing daily credit card statements from shift reports for month-end submission. Consolidating and submitting monthly petty cash reports to the Operations or General Manager. Reviewing cancellation and no-show reports at the end of each month to ensure correct reporting and charges for OTAs. Preparing and tabulating staff rosters and incentives at month-end. Housekeeping and Maintenance: Inspecting guest rooms prior to guest arrival. Ensuring effective communication between Housekeeping and Front Desk departments. Scheduling internal room care and maintenance, as well as external maintenance tasks. Collaborating with the General Manager to enhance the overall guest room experience and hotel ambiance. Revenue Management: Working to increase Average Daily Rate (ADR). Managing room rates and allotments for the hotel. Staying informed about OTA platforms, hotel rates, and promotions. Managing hotel expenses efficiently. Meeting or exceeding monthly hotel revenue targets. Assisting in the collection of any outstanding payments.

Qualifications and Requirements

* Holds a Degree or Diploma in Hospitality or a related field. * Has a minimum of 3 years' experience in a managerial role or at least 6 years of experience in front desk operations. * Demonstrates strong integrity and motivation. * Proficient in Microsoft Office applications. * Highly independent, resourceful, and self-driven. * Possesses excellent communication and leadership abilities. * Capable of written correspondence with customers, suppliers, and internal staff. * Able to manage work pressure and meet guest demands effectively.

Working Condition

Working hours

5 days / 44 hours