GOLDEN GATE GROUP 3.0 ★

POSITION STATEMENT:

An Assistant Front Office Manager assists in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.

CORE COMPETENCIES / ROLES AND RESPONSIBILITIES:

As Assistant Front Office Manager, you will assist in supervising the Front Office Team to ensure that Team Members are well-prepared and well-informed to deliver Guests an exceptional experience from check-in through to check-out. An Assistant Front Office Manager is responsible for managing the first impressions of our Guests and therefore, must perform the following tasks to the highest standards

• Assist the Head of department with Team Members performance issues in compliance with company policies and procedures

• Assist the Head of department with recruiting, managing, training and developing the Team Members

• Assist the Head of department with setting departmental objectives, work schedules, budgets, policies, and procedures

• Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards

• Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement

• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme

• Allocate work duties to Supervisor/Team Members

• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.

• Conduct monthly communication meetings, in the absence of the Head of department, and produce minutes.

• Monitor the appearance, standards, and performance of the Department Team Members with an emphasis on training and teamwork

• Have knowledge of the department procedures and standards; ensure the implementation all department procedures and standards

• Have a good understanding and ensure the team understanding of the Hotel’s emergency procedures, Hotel security, fire regulations and all health and safety legislation and ensure implementation of those related to your department

• Carry out any other reasonable task set by the Hotel's Management

- Fully paid insurance regimes: social insurance, health insurance, unemployment insurance, health insurance

- Get job-related professional training, opportunities for advancement

- Professional working environment with opportunities to learn and grow

Assistant Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• 2-3 years of related experience

• 2+ years of management or supervisory experience

• Knowledge of departmental and hotel operations

• Ability to read, write, and speak English language to communicate effectively

• Ability to exercise judgment in evaluating situations and in making sound decisions

• Excellent leadership, interpersonal and communication skills

• Strong organizational, planning and analytic skills

• A passion for delivering exceptional levels of Guest service

• Ability to work under pressure

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions

• A degree or diploma in Hotel Management or equivalent

• Fluency in other languages, Chinese, Korean, Japanese are preferable

• Previous experience working in management position in a luxury hotel environment

• Familiar with Property Management Systems; Opera system