Assistant Manager (Duty Manager)

Education / Professional experience
- Degree to Bachelor Degree or equivalent, Vocational degree, Diploma or higher studies
- Significant experience in a customer-service position
- Experience in team management
- Computer literate
- Languages: fluent in the national language, English and a third language

Skills / Qualities
- Team spirit
- Extremely guest oriented and service minded
- Leadership
- Well organised
- Good at developing sales
- Good level of general knowledge
(รับพิจารณาผู้ที่มีประสบการณ์ทำงานโรงแรม 5 ดาวเท่านั้น)

Overview of duties
- Reporting directly to the Front Office Manager, the Assistant Front Office Manager is responsible for assisting the Front Office Manager in the overall day to day Front Office operations of Pullman Bangkok Hotel G.
- During his/her duty the Assistant Front Office Manager is expected to lead as an example in terms of appearance, attitude, equity & professionalism. His/her main role is to ensure the proper work of the overall Front Office operations (Front Desk, Welcomer, Bell Service, Executive Floor, Call Center, Business Center & Co-ordination with Limousine and Tour Counter).
- The AFOM will be directly in charge of the overall Front Office during the absence of the Front Office Manager and will take care of all their duties. He will rotate with the Assistant Managers during day and night time and handover their duties during their absence.

Main responsibilities
- Representative of the Executive Management:
- The AFOM will assist the Assistant Managers if a guest is looking for a member of the management team. In dealing with these situations, the AFOM must ensure that he/she uses tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction but as well respecting the procedures and organisation of the Pullman Bangkok Hotel G.
- The AFOM will be in permanent contact with the Front Office Manager to report any guest comment, or problem and to ensure a good co-ordination and quick communication on both sides.
- To maintain per shift an accurate record in the AM's logbook of items and incidents which may be of concern to the management and/or which may requires further attentions.

* Lobby Co-ordination:
- The AFOM will spend some times in the lobby to cultivate relationships with the hotel guests and the FO team. He/she will relay the Assistant Manager in the lobby during their absence to ensure that there is always a representative of the management in standby.

* Leader of the Communication: The AFOM is a leader in the Front Office communication and will be active in the following tasks:
- The AFOM will join daily the FOM briefing & weekly the Front Office Meeting to bring with dynamism and initiatives all the questions, case studies & new ideas to be considered and discussed.
- The AFOM will attend daily the FO Briefing and be very active giving full information & updates to all the FO staff. During the absence of the Senior Assistant FOM, the AFOM will conduct by his/her own this briefing. He/she will encourage a good interactivity with all the FO staff, to listen and understand their questions and problems and to give appropriate answers and solutions in line with the PBHG procedures and organisation.
- To ensure that a pertinent/relevant AM logbook is maintained updated and to check the logbook from the different sections of the FO to ensure that clear, constant and updated communication lines are kept with all FO staff.
- Responsible for a detailed Assistant Manager handover by going through the activity of the day, the problems found, the follow up to do, the tasks not completed yet-

* Supervision & Controls: The supervision of the AFOM covers the overall Front Office and must be oriented on the following topics:
- To ensure the overall co-ordination of the Front Office Operations and to assist all sections of the Front Office department.
- Responsible to keep all FO Standards and Procedures on line with the PBHG Policies.
- To ensure the proper follow up of the room requests & co-ordination with housekeeping regarding the priorities in room cleaning.
- Responsible to ensure that all Financial and Audit Procedures are respected. The AFOM will then realise some "spot checks": Bucket Checks, Cashier Closures, Registration cards and correspondence, Rebates, Paid Out- Each control will be signed. The AFOM will sign the official documents in the field "Assistant Manager".
- To keep full records of incoming and outgoing items in the Assistant Manager Safe & to ensure proper follow up.
- To motivate all the staff regarding the selling and upselling programmes, and to make sure that the rates given are matching with the instructions received. To do the proper controls as per procedures established
- Privacy: The AFOM will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
- To ensure that all Front Office areas are clear, clean & tidy at any time.

* Responsibility in terms of security:
- The AFOM will assist the AM for the safe opening and will act personally with a member of Security, following the security procedures and will record any of this action on the appropriate format.
- In the event of fire, the AFOM has to ensure the overall co-ordination as per emergency procedure established. In the absence of Director Of Rooms, Front Office Manager & Senior AFOM, the AFOM will call right away the appropriate persons, will ensure that each staff takes control of his duties during Fire and that the guests are well informed of the security measures to be taken.
- To be in alert and to call Security right away when a guest has a suspect attitude or luggage, when there is a serious conflict or beginning of fight in the premises of the hotel. Any of these cases has to be reported in the AM's logbook.