Assistant Front Office Manager

Description

[Employer hidden — sign up to reveal] by the Unlimited Collection is seeking a charming and engaging Assistant Front Office Manager with a passion for service excellence. You will report to the Front Office Manager, supporting/working towards providing our guests with memorable experiences of the city.

Responsibilities

• Ensure consistent and courteous service for all guests, actively challenging deviations from Ascott standards and quality service levels.
• Manage and lead contribution towards key hotel KPI’s – DQA, ASR Enrolments and conversion, GRI performance
• Manage response to all guest feedback in the set-out timelines
• Process weekly rotas and payroll to given deadlines as per ADP and HR
• Manage key-client relationships to optimize potential and analyse results from Balanced Scorecard and System audits.
• Oversee the guest ledger and accounts, maintaining accurate control of billing, and manage departmental costs per the Head of the department's directives.
• Proactively handle no-show charges, chargebacks, and outstanding payments, overseeing credit/debit card refunds, and ensuring Front Office team's proactive invoice checks and client communication.
• Demonstrate a proactive and consistent approach to stock control, cost control, and cash control.
• Display innovation in skills development and standards enhancement within the team.
• Ensure recruitment, training development, and staffing levels meet requirements while balancing a management style directed by the Head of the department, combining both 'hands-on' and strategic elements.
• Actively participate in internal promotions such as room upsell and F&B promotions, setting an example through leadership.
• Support overall business objectives in terms of revenues, costs, and teamwork, emphasizing personal competency development.
• Exhibit a proactive approach to delivering and championing company and operational standards.
• Address guest queries promptly and maintain accurate records of all correspondence.
• Ensure timely and accurate completion of all necessary administration work.
• Plan and manage occupancy according to guest requirements and availability.
• Implement systems and processes to effectively meet legislative requirements.
• Maintain impeccable standards of appearance and grooming, always wearing the company uniform and badges.
• Be aware of fire procedures, operate firefighting equipment, and follow evacuation procedures, complying with all Health and Safety guidelines and reporting duties as instructed by the Company.

Requirements

• Previous experience within a similar role is essential.
• Previous high volume hotel experience is preferable.
• Outstanding customer service experience is essential.
• A capability and commitment to delivering high levels of customer care.
• Experience of working as part of a winning team
• Ability to remain calm

Benefits

• Genuine career opportunities within our business
• Valuable on the job training, along with access to our digital online learning platform and numerous other learning and development opportunities
• Staff incentives when you and the team perform

About Us

The Unlimited Collection is a brand of [Employer hidden — sign up to reveal]. At [Employer hidden — sign up to reveal], we embrace diversity, equity, and inclusion, welcoming applicants of all backgrounds to create a supportive and thriving workplace where everyone can contribute their unique perspectives. A trusted hospitality company, [Employer hidden — sign up to reveal]’s presence extends across Asia Pacific, Central Asia, Europe, the Middle East, Africa, and the USA. Its diversified accommodation offerings span serviced residences, coliving properties, hotels and independent senior living apartments. [Employer hidden — sign up to reveal]'s award-winning hospitality brands include [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal], [Employer hidden — sign up to reveal] and [Employer hidden — sign up to reveal]. Through [Employer hidden — sign up to reveal] Star Rewards (ASR), [Employer hidden — sign up to reveal]’s loyalty programme, members enjoy exclusive privileges and offers at participating properties.

[Employer hidden — sign up to reveal] Trading as: [Employer hidden — sign up to reveal] by the Unlimited Collection managed by [Employer hidden — sign up to reveal]