Assistant Front Office Manager (ผู้ช่วยผู้จัดการแผนกต้อนรับ) @Sathorn

Amanta Hotel & Residence Sathorn

(Key Activities)

Responsible for increasing room revenue through all types of bookings and revenue sources. Oversee check-ins and check-outs, ensure VIP guest reception, and monitor service quality. Handle the communication and exchange of information between customers and management, train employees, and manage customer complaints and inconveniences. Address other matters related to customers and hotel staff. Supervise and evaluate the effectiveness of operations and management in all areas of the front office department.

Duties and Responsibilities:
1. Collaborate with department managers to oversee customer service, including leadership direction, training planning, service coordination, training, and participation in all areas under the front office's supervision, adhering to performance objectives and quality standards set by management and the company.
2. Prepare monthly work schedules and submit them to the Human Resources department.
3. Encourage staff to collectively manage and control departmental expenses.
4. Monitor service quality provided by staff and continuously improve customer service standards and interdepartmental coordination.
5. Train and develop service skills for employees in the department.
6. Supervise staff operations to ensure smooth and efficient performance.
7. Ensure staff compliance with hotel regulations and policies, including proper attire, to maintain discipline and a professional image within the organization.
8. Assign and clarify roles and responsibilities within the department, ensuring a logical workflow.
9. Oversee the daily operations of the front office department effectively.
10. Conduct regular employee training, hold monthly meetings, and maintain a training tracking system for all employees to ensure effectiveness and efficiency.
11. Verify expenses, handle customer billing, and ensure the accuracy of receipts.
12. Resolve customer complaints promptly and professionally, ensuring issues are addressed within an appropriate timeframe.
13. Regularly inspect all operational areas to ensure proper maintenance, quality, and standards.
14. Attend internal and external meetings on behalf of the manager when necessary.
15. Manage and monitor staff leave and absences to ensure appropriate workforce levels for daily tasks.
16. Regularly update employees with the latest information regarding hotel products, including room types, rates, features, amenities, promotions, F&B offerings, fitness center services, and other facilities.
17. Conduct routine room inspections to ensure they meet standards and are ready for guest use.
18. Coordinate with other departments to issue announcements and notify customers of maintenance or events.
19. Follow up on customer complaints to ensure the issues are resolved effectively.
20. Perform other duties as assigned by supervisors.