Assistant Front Office Manager

About the Role

The Address Collective invites applications for the position of Assistant Front Office Manager, responsible for supporting the Front Office Manager in managing daily front desk operations to ensure exceptional guest experiences. The role entails supervising staff, overseeing guest services, and coordinating with various hotel departments to maintain a welcoming and efficient front office environment.

Key Responsibilities

• Handle guest arrivals by ensuring proper registration and documentation as per standards.
• Communicate clearly and courteously with guests and team members regarding relevant information.
• Answer the switchboard with a friendly tone, addressing guests’ inquiries and requests promptly and professionally.
• Manage reservations, including bookings, cancellations, and no-shows in line with company policies.
• Assist guests with special needs such as wake-up calls, travel arrangements, reservations, and local information.
• Manage check-out procedures, including billing and charging, adhering to standard protocols.
• Resolve guest complaints expediently while escalating significant issues to senior management.
• Collaborate closely with the Housekeeping team to ensure room availability and accommodate special guest requests.
• Welcome guests warmly and maintain high-quality guest service standards.
• Supervise front desk operations to guarantee efficiency and guest satisfaction during check-in and check-out.
• Support recruitment, training, and scheduling of front office staff while monitoring their performance and promoting a positive team culture.
• Coordinate with housekeeping, maintenance, and food & beverage teams to fulfill guest preferences and smooth operations.
• Assist in organizing and supporting special events and promotional activities.
• Prepare reports, manage rotas, and maintain meticulous records of guests, reservations, and financial transactions.
• Manage guest billing and house accounts aligned with the hotel’s policies and SOPs.
• Ensure compliance with hotel procedures and safety standards while keeping the front desk area secure and orderly.
• Address operational challenges proactively, implementing improvements to enhance guest experiences and operational workflows.

Requirements

• A minimum of 2 to 3 years’ experience in hotel front office or guest services roles, including at least 1 year in a supervisory capacity.
• Exceptional communication and interpersonal skills to interact with guests and colleagues professionally and courteously.
• Strong organizational abilities and adeptness at multitasking.
• Comprehensive knowledge and adherence to company policies and procedures.
• Awareness of daily business metrics such as room occupancy, VIP needs, and special requests.
• Maintain a professional appearance, including wearing the designated uniform during duty hours.
• Innovative attitude with a drive to implement ideas that contribute to organizational success.
• Commitment to upholding and enhancing the brand image of The Address Collective.
• Leadership capabilities to motivate and guide a team effectively.
• Proficiency with hotel management software, specifically HotSoft.
• Calm and adept problem-solving skills, especially under pressure.

Working Conditions

• Flexibility to work various shifts encompassing mornings, evenings, nights, weekends, and public holidays.
• Physical stamina to stand for prolonged periods and perform occasional manual handling tasks.
• Strict adherence to health and safety regulations at all times.