Assistant Front Office Manager

The Assistant Front Office Manager responsibilities includes deputising for the Front Office Manager, ensuring maximising of room revenue and profit through commercial rooms management and maintaining high standard of customer service within the department.

He/she shall provide coaching, mentoring and administrative functions in the operational guest-facing areas of the property while developing one’s own exposure to the multi-faceted hotel environment both administratively and operationally with a view towards a senior operations role within PPHG properties.

**Primary Responsibilities**:
**Operations**
- Maintain and implement the Rooms Operation Management System in all Front Desk and Concierge Departments and undertake regular monthly audits and review to ensure standards are being met.
- Supervise day-to-day Front Office operations, ensuring standards are adhered to and maintained.
- Ensure the necessary forward planning is carried out to achieve the pre-set annual budget for room revenue.
- Keep Senior Management informed of any risk or opportunity in relation to the pre-set performance figures.
- Ensure all front office associates are aware of all room sales/revenue targets and are kept informed of performance results.
- Ensure effective coordination of operations (including service delivery where appropriate) of Associate teams in their day-to-day activities.
- Continuously study, monitor and evaluate policy and procedures of guest-facing operations and propose necessary improvements to the Executive Committee.
- Drive associate team morale, efficiency and collaboration.
- Analyse, recommend and implement improvement initiatives and innovation.
- Work closely with Guest Care, Guest Relations and Concierge departments to fulfil and meet the expectations of guest with special requests or related to service recovery. Update guest history profiles as required through guest interaction
- Ensure quality of arrival and departure experience, take active role in coordinating Guest lobby interactions between Front Desk, Concierge and Guest relations and successfully attain growth in the scoring for guest reviews / feedback.
- Recommend and (where appropriate) lead in the design and implementation of ad hoc projects in co-ordination with the Front Office Manager.
- Review, maintain and amend systems / procedures within Front Office.
- Ensure Front Office Manager is kept informed of all developments within the department.
- Have working knowledge of Front Office Manager tasks and responsibilities to deputise during his/her absence.

**Financial Management**
- Utilise various reports and feedback from both internal and external customers to drive strategies to ensure profitability and satisfaction throughout the property’s operation.
- Ensure Front Office associates operate with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximisation of revenue.
- Maximise room sales and revenue for the hotel.
- Monitor competitor’s performance, both past and future, to ensure correct selling strategies are applied in agreement with the Revenue Manager/Director.
- Ensure revenue management standards of availability control are applied, to achieve the maximisation of room sales and revenue in agreement with the Revenue Manager/Director.
- Make all decisions regarding overbooking the hotel in agreement with Revenue Manager/Director. Ensure all Book Outs are carried out by a member of management.
- Monitor competitor’s performance, both past and future, to ensure correct selling strategies are applied in agreement with the Revenue Manager/Director.
- Review and propose upsell grid and strategies in accordance to published rate grid.
- Ensure all PM and Front Office Unsettled accounts are monitored and followed up closely to enable smooth and prompt closure to each account. Be the key contact point for Event Services Managers to ensure prompt follow through upon completion of each event. Any incident of concern on credit / settlement should be immediately brought to the attention of Front Office Manager.

**Human Capital & Development**
- Develop and grow the Front Office associates through leadership, mentorship and coaching to fuel the growth of the team and of the Pan Pacific Hotels Group.
- Conduct departmental orientation sessions and arrange on-the-job training for new hires to the restaurants, bars and events team.
- Collaborate with Human Capital team to have an efficient and effective recruitment process.
- Collaborate with Learning & Development team in the education plans to increase associates’ knowledge and skills.
- Have a regular brainstorming sessions that includes all associates to create a flow of new and ‘improved’ ideas.
- Facilitate the performance review process for the department, adhering process schedule and follow up.
- Ensure regular communications meetings are held with front office associates.
- Counsel, coach and mento