Assistant Front Office Manager (ผู้ช่วยผู้จัดการแผนกต้อนรับ)

Direct Hotel Experience
Duration: A minimum of 3 to 5 years of progressive experience in Front Office operations or a related guest-facing role. Crucially, this must include at least 1-2 years in a Supervisory or Senior Agent capacity.

System Proficiency: Must be highly proficient in utilizing a Property Management System (PMS), such as Opera PMS or Fidelio. Experience should cover:

Processing complex check-ins and check-outs.

Handling group bookings and room inventory management.

Performing and balancing daily cash/credit transactions and closing procedures (e.g., Night Audit review).

Operational Knowledge: Comprehensive understanding of all Front Office functions, including Front Desk, Concierge, Bell Services, and Guest Relations.

2. Leadership and Team Management Skills
Supervision: Proven experience in managing, motivating, and directing a team of Front Office Agents and support staff.

Training and Coaching: Experience in training new hires, conducting ongoing coaching, and communicating performance standards effectively.

Scheduling: Ability to assist in creating and managing staff schedules to ensure proper coverage while adhering to payroll budgets.

Dispute Resolution: Demonstrated ability to act as the Manager on Duty (MOD), independently resolving guest complaints, staff issues, and operational emergencies swiftly and professionally.

3. Service and Communication Skills
Service Excellence: A track record of delivering high-quality, professional guest service and implementing effective Service Recovery strategies to resolve conflicts and restore guest satisfaction.

Language Fluency: Exceptional written and verbal communication skills in English are mandatory. Proficiency in Thai is highly preferred, given the location, and additional languages are a significant advantage.

Educational Background
A Bachelor's degree or Diploma in Hospitality Management, Tourism, or a related field is typically preferred.

Location : Ramada by Wyndham Ten Ekamai Residences

The Assistant Front Office Manager (AFOM) supports the Front Office Manager in overseeing the entire front desk and guest services operations. They are a critical leader who ensures exceptional guest experiences, manages staff, and maintains operational efficiency and financial accuracy, often acting as the Manager on Duty in the absence of senior management.
Key Duties and Responsibilities
1. Guest Services and Relations
Ensure Exceptional Service: Provide outstanding service from check-in to check-out, setting a positive example for the team.

-Issue Resolution: Handle all guest inquiries, requests, and complaints professionally and efficiently, implementing service recovery measures to ensure guest satisfaction.

-VIP Coordination: Coordinate VIP arrivals, special requests, and long-stay residential guest needs with other departments (Housekeeping, F&B, Maintenance).

-Quality Control: Proactively seek guest feedback and monitor guest satisfaction results (e.g., comment cards, online reviews) to identify areas for service improvement.

2. Team Management and Leadership
Supervision: Oversee and guide the daily operations of the front desk team, including Front Desk Agents, Bell Staff, and Concierge.

-Training and Coaching: Assist in hiring, training, coaching, and mentoring front office staff on hotel standards, policies, and service delivery.

-Scheduling: Assist with staff scheduling, ensuring adequate coverage for all shifts to meet operational and financial objectives.

Performance: Communicate performance expectations and assist with employee evaluations and disciplinary actions as needed.

3. Operational and Administrative Oversight
Front Desk Operations: Supervise daily operations, including guest check-in/check-out, room assignments, and guest registration procedures.

-Reservations and Revenue: Monitor room inventory, manage group bookings, and work with the Revenue Management team to optimize occupancy and average daily rate (ADR).

-Financial Accuracy: Oversee shift audits, ensure accuracy in cash handling, payment transactions, and daily financial reporting.

-Policy Compliance: Ensure strict adherence to all hotel policies, procedures, security protocols, and safety regulations.

-Inter-Departmental Coordination: Maintain clear and consistent communication with all other hotel departments (especially Housekeeping and Maintenance) to ensure seamless service delivery.

-Essential Qualifications and Skills
Experience: Typically, 2+ years of experience in front office operations, preferably in a supervisory or management capacity within a hotel environment. Experience in a Wyndham or Ramada property is a plus.

1.Service Charge
2.Day Off 8 Days / Month
3.Meal Allowance 2 / Meals
4.Public Holiday 15 Days
5.Uniforms
6.Social Security
7.Vacations