Reporting to the Front Office Manager (FOM), you will assist in managing smooth day-to-day hotel operations and collaborate with multiple departments to enhance guest experience and operational efficiency.

Responsibilities

Collaborate with the guest experience team to monitor VIP guest wellbeing, solicit feedback, resolve service and product issues, and enhance overall guest satisfaction

Assist the FOM in monitoring staff conduct and job performance to ensure a positive corporate image is consistently projected to guests

Lead upselling initiatives and conduct monthly reviews to achieve revenue targets and identify staff strengths and areas for improvement

Monitor room inventory to maximize room utilization and revenue generation, including managing group allotments to optimize occupancy

Partner with the Service Quality champion to uphold LQA standards and coordinate regular staff training programs

Work closely with the FOM to meet or exceed monthly targets set by senior management

Maintain cash float amounts aligned with expected occupancy levels

Conduct monthly section meetings with section leaders to evaluate performance and recommend improvement strategies

Manage front office operations during the FOM’s absence, ensuring continuity and operational excellence

Execute additional tasks or assignments as directed by the FOM and/or Director of Operations

Required competencies and certifications

Demonstrated expertise in front office reception functions with at least 8 years of experience as a Duty Manager, or Assistant Front Office Manager

Proficient in using the Opera Cloud system for front office operations

Strong communication skills to effectively engage with staff and guests

Ability to perform effectively under pressure in a fast-paced environment

High level of flexibility and adaptability to changing operational needs

Ability to work on weekends and public holidays