Assistant Front Desk Manager

Front Desk Manager supports the Front Office Manager in overseeing all daily operations of the Front Desk, Guest Relations, and Bell Desk. This leadership role is crucial for maintaining service quality, managing staff performance, driving revenue strategies, and ensuring the smooth running of all guest arrival and departure processes.

Responsibilities

1. Shift Management & Supervision:

   Assume full responsibility for the Front Office operation during assigned shifts, ensuring all staff adhere to service standards, grooming guidelines, and standard operating procedures (SOPs).

2. Service Excellence:

   Conduct frequent floor checks and use the

   Property Management System (PMS)

   to ensure accurate room status, proper handling of

   VIPs

   , groups, and loyalty members, guaranteeing a seamless guest experience.

3. Conflict Resolution:

   Handle all escalated

   guest complaints

   and complex billing or service issues, executing decisive and effective

   service recovery

   measures to ensure guest satisfaction and minimize negative feedback.

4. Revenue & Training:

   Actively manage and promote the department's

   upselling programs

   (room upgrades, packages). Conduct regular on-the-job training and coaching for Front Office Associates and Supervisors to improve their service, sales, and problem-solving skills.

5. Audit & Compliance:

   Assist the Front Office Manager with daily operational audits, reconcile cash handling procedures, verify cashier reports, and ensure compliance with all hotel and financial regulations.

6. Inter-Departmental Coordination:

   Serve as a key communication link between the Front Office, Housekeeping, and Sales, ensuring critical information about guest preferences and operational needs is shared promptly.