Assistant Front Office Manager

ASSISTANT FRONT OFFICE MANAGER

Property: Seda BGC Hotel

Department: Front Office

Division: Rooms

Reports To: Front Office Manager

Supervises: Front Office Supervisors, Front Office Associates, Concierge/Bell Service Associates and other assigned Front Office personnel

Employment Level: Management / Supervisory

Assistant Front Office Manager supports the Front Office Manager in overseeing the day-to-day operations of the Front Office Department, ensuring efficient, professional, and seamless delivery of guest services in accordance with Seda Hotels standards.

The position assists in managing guest arrivals and departures, room assignments, guest requests and concerns, cashiering controls, operational coordination, and team performance. The Assistant Front Office Manager serves as a key operational leader and Manager on Duty when assigned, ensuring guest satisfaction, service consistency, operational efficiency, and compliance with hotel policies and procedures.

KEY RESPONSIBILITIES

1. Front Office Operations

• Assist the Front Office Manager in managing the daily operations of the Front Office Department.
• Ensure smooth and efficient guest check-in, check-out, room assignment, cashiering, and other Front Office transactions.
• Review daily arrivals, departures, VIPs, groups, long-staying guests, special requests, and room requirements.
• Monitor room status and coordinate closely with Housekeeping to ensure timely availability of clean and inspected rooms.
• Ensure Front Office associates consistently follow established operating procedures and Seda service standards.
• Conduct shift briefings and ensure proper endorsement of operational matters between shifts.
• Maintain effective Front Office coverage based on occupancy, business levels, and operational requirements.
• Perform Manager on Duty responsibilities when assigned.

2. Guest Experience and Service Recovery

• Maintain a visible presence in Front Office and lobby areas, particularly during peak arrival and departure periods.
• Engage with guests and ensure their needs and requests are handled professionally and promptly.
• Handle escalated guest concerns, complaints, and service recovery situations within established authority.
• Investigate guest complaints and coordinate corrective actions with concerned departments.
• Follow up on guest concerns to ensure satisfactory resolution and proper documentation.
• Identify recurring guest concerns and recommend preventive measures and service improvements.
• Ensure VIPs, repeat guests, and guests with special requirements receive appropriate recognition and assistance.

3. Team Leadership and Development

• Supervise, coach, and guide Front Office associates in the performance of their duties.
• Conduct regular briefings, coaching sessions, and on-the-job training.
• Assist in establishing performance expectations and monitoring individual and team performance.
• Promote professionalism, teamwork, accountability, grooming standards, and positive guest engagement.
• Assist the Front Office Manager in identifying training and development needs of the team.
• Participate in performance evaluations, counselling, disciplinary processes, and employee recognition as required.
• Ensure compliance with attendance, scheduling, grooming, and hotel workplace policies.
• Support the development of Front Office Supervisors and associates for future career progression.

4. Rooms and Revenue Coordination

• Monitor hotel occupancy, room inventory, room availability, and room status throughout the day.
• Coordinate with Reservations, Sales, Revenue Management, and Housekeeping regarding room requirements and inventory concerns.
• Assist in managing overbooking situations, room changes, upgrades, early arrivals, late departures, and other room-related requirements.
• Ensure correct application of room rates, packages, discounts, inclusions, and approved complimentary arrangements.
• Support upselling initiatives and encourage the Front Office team to maximise room revenue opportunities while maintaining guest satisfaction.

5. Cashiering and Financial Controls.

• Ensure Front Office cashiering procedures are properly implemented and monitored.
• Review and address discrepancies involving guest accounts, payments, deposits, rebates, paid-outs, adjustments, and other Front Office transactions.
• Ensure proper handling and safeguarding of cash, credit card transactions, guest deposits, and accountable documents.
• Coordinate with Finance and Credit & Collection regarding guest account concerns, billing arrangements, and outstanding balances.
• Ensure all financial transactions are supported by appropriate documentation and approvals.
• Assist in preventing revenue leakage and ensuring adherence to established internal controls.

6. Interdepartmental Coordination

• Maintain close coordination with Housekeeping, Reservations, Sales & Marketing, Finance, Security, Engineering/POMEC, Food & Beverage, and other departments.
• Communicate guest requirements and operational concerns promptly to concerned departments.
• Participate in daily operational meetings and other management meetings when required.
• Ensure effective communication of room status, VIP movements, group requirements, guest incidents, and other relevant operational information.

7. Safety, Security and Compliance

• Ensure Front Office operations comply with hotel policies, safety and security procedures, data privacy requirements, and applicable government regulations.
• Maintain confidentiality and security of guest information and hotel records.
• Coordinate with Security regarding guest incidents, emergencies, lost and found concerns, and other security-related matters.
• Be familiar with emergency procedures, evacuation protocols, fire safety requirements, and business continuity procedures.
• Ensure incidents and unusual occurrences are properly documented and escalated to management.

8. Reports and Administration

• Review Front Office reports, logbooks, shift endorsements, occupancy reports, guest complaints, and operational records.
• Prepare or assist in preparing operational reports required by the Front Office Manager and hotel management.
• Ensure proper maintenance and confidentiality of guest records and Front Office documentation.
• Assist in preparing duty rosters, manpower schedules, leave planning, and staffing requirements.
• Monitor Front Office supplies, equipment, keys, and other departmental assets.
• Recommend improvements to Front Office procedures, systems, and service delivery.