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JOB TITLE: Assistant Front Office Manager
REPORT TO: Front Office Manager and Rooms Division Manager
LEVEL:
BASIC FUNCTION:
Supervision Guest Service Agent, Guest Relation Office and monitor lobby area, Porter
Concierge, Business Center, Executive Lounge and Limousine Desk in any absence of
Section Manager.
DUTIED AND RESPONSIBILITIES:
1. Ensure effective day to day running of each shift in achieving the goals.
2. Meet and greet all return guests, Club/Executive, VIP and guests of the hotel both or
in absence of Front Office Manager.
3. Monitor daily arrivals by ensuring all guests requests are carried out, all realistic
expectations are met, and reservations are honored.
4. Conduct daily shift briefing, meeting including pass on all relevant information to the
colleagues on a timely manner.
5. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up
on a timely basis.
6. Coordinate and supervise group arrivals and departures by ensuring sufficient staffing
levels according to the business flow.
7. Conduct regular associate training and monthly meeting according to individual
development plan; monitor their training tracking record.
8. Submit relevant maintenance and housekeeping cleaning, blocking rooms, room
change requests,
9. Do the Roster and Paid Time Off: annual leave, sick leave and other leave
requisitions.
Job Description – Rooms Division Department
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10. Maintain and continuously improve motivational working environment within the
department.
11. Maintain and continuously improve building positive relations with other
departments.
12. Oversee the personal hygiene and grooming standards of department associates as
outlined in the associate handbook.
13. Provide staff coaching and counseling, support and guidance as appropriate
14. Check all registration card updated by GSAs to ensure accuracy according to the law,
i.e. home address, passport details, credit card, rate, voucher date which have been
signed and verified by guest.
15. Check GSA cash floats to ensure correctness of the amount as issued by Accounting
Department at the end of each shift.
16. Reconcile and check GSA banking and audit to ensure all departments are balanced.
17. Ensure yourself and associates are up to date with current facts of the hotel product,
including room types, rates, relative features and facilities, food and beverage outlets,
spa and health club.
18. Ensure computer ‘backups’ are done at regular intervals in lieu of the CIS Manager
with corresponding backup reports.
19. Maintain the daily department log, daily courtesy call log, and walked guest log.
20. Attend training sessions as required and at least 40 hours per year.
21. Conduct room and floor, property inspections as required by management.
22. Ensure credit policy is adhered to at all times, alerting the Front Office Manager of
any potential credit risks.
23. Ensure all check-ins/outs are efficient within 4 minutes; assist GSA in case of heavy
workload.
24. Ensure all stationery levels are well stocked and equipment is well maintained.
25. Ensure the rooms are properly arranged and escort VIP to their rooms.
26. Report to the management any anticipated problem or concerns.
Job Description – Rooms Division Department
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27. Maintain and update a systematic filing system of all information related to GSA and
guests.
28. Assist all other areas of the hotel when required.
29. Coordinate (in conjunction with Loss Prevention) fire and emergency evacuation
procedures.
30. Conduct regular perimeter checks of the hotel to ensure standards are being
maintained, safeguard potential loss of hotel assets.
31. Ensure manager’s float is maintained at a constant level as issued by accounts.
32. Any other duty that may be assigned by Management.
CRITERIA:
1. Bachelor Degree in any field
2. Minimum 3 – 5 years of experience in similar position
3. Strong in inter-personality and leadership skill
4. Proficiency in English and computer literate
5. Good health, mature and pleasant personality and neat appearance
6. Able to cope with pressure
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By signing below you are verifying you have read all of the above and will abide by all
points of the Job Description to the best of your ability.
Accepted by: ______________________ Date: __________________
Approved by: ______________________ Date: __________________
Job Description – Rooms Division Department