Full Time ASSISTANT FRONT OFFICE MANAGER Jobs, Salary up to MYR 4,000 in Casuarina @ Kuala Kangsar Perak - Maukerja

JOB PURPOSE

The Assistant Front Office Manager is responsible for assisting the Hotel Manager in the overall management and operation of the Front Office Department. The position is responsible for ensuring smooth daily Front Office operations, maintaining high standards of guest service, supervising Front Office personnel, managing room inventory and reservations, monitoring revenue and cashiering activities, and ensuring effective coordination with all hotel departments.

The position acts as the key operational person within the Front Office Department and is responsible for ensuring that all guests receive professional, efficient and courteous service throughout their stay.

KEY RESPONSIBILITIES

FRONT OFFICE OPERATIONS

• Assist the Hotel Manager in planning, organising and controlling the daily operations of the Front Office Department.
• Ensure the Front Office operates efficiently throughout all shifts.
• Supervise daily operations at the Front Desk and ensure sufficient manpower coverage.
• Ensure proper implementation of hotel policies, procedures, SOPs and service standards.
• Monitor all Front Office activities during check-in, stay-over and check-out periods.
• Ensure proper shift handover between Front Office personnel.
• Review daily operational issues and ensure appropriate follow-up.
• Ensure Front Office equipment, facilities, systems and work areas are properly maintained.
• Monitor the condition, cleanliness and presentation of the Front Office counter and lobby area.
• Ensure Front Office staff maintain professional grooming, appearance and conduct at all times.
• Ensure all guest information and hotel records are handled confidentially.

ARRIVAL & CHECK-IN MANAGEMENT

• Monitor daily arrivals and ensure all arrival information is accurate and updated.
• Review VIP, group, corporate, long-stay and special-request arrivals.
• Ensure rooms are ready prior to guest arrival in coordination with Housekeeping.
• Ensure proper room assignment according to reservations and guest requirements.
• Monitor early check-in requests and ensure appropriate approval where required.
• Ensure registration cards and guest documentation are properly completed.
• Ensure deposits, guarantees and payment arrangements are properly handled.
• Personally assist with VIP and important guest arrivals when required.
• Monitor peak arrival periods and arrange manpower accordingly.
• Ensure guests receive appropriate information regarding hotel facilities, services, operating hours and policies.

DEPARTURE & CHECK-OUT MANAGEMENT

• Monitor daily departures and ensure all outstanding guest accounts are properly settled.
• Ensure check-out procedures are conducted accurately and efficiently.
• Verify room charges, additional charges, deposits and payment transactions.
• Coordinate with Housekeeping regarding room status after guest departure.
• Handle late check-out requests in accordance with hotel policy.
• Ensure proper handling of express check-out and corporate billing arrangements.
• Follow up on outstanding balances and disputed charges.
• Ensure departed rooms are promptly updated in the PMS.

RESERVATION MANAGEMENT

• Monitor daily, weekly and future reservations.
• Ensure all reservations are accurately entered and updated in the hotel PMS.
• Review reservation details including room type, rate, number of guests, arrival/departure dates and special requests.
• Monitor room availability and inventory.
• Coordinate with Sales & Marketing regarding corporate, group and event bookings.
• Ensure group rooming lists and special arrangements are properly recorded.
• Monitor cancellations, amendments, no-shows and booking discrepancies.
• Ensure reservation requests are responded to promptly.
• Monitor overbooking situations and recommend appropriate solutions to the Hotel Manager.
• Ensure special guest requests are communicated to the relevant departments.
• Monitor advance deposits and reservation guarantees where applicable.

ROOM INVENTORY & ROOM STATUS

• Monitor room availability and room inventory on a daily basis.
• Coordinate closely with Housekeeping regarding clean, dirty, inspected, out-of-order and out-of-service rooms.
• Identify and follow up on room status discrepancies.
• Ensure rooms are released for sale promptly once ready.
• Monitor room blocks for groups, VIPs and corporate bookings.
• Ensure room allocation is optimised based on hotel occupancy and operational requirements.
• Report room inventory issues and unusual discrepancies to the Hotel Manager.

GUEST RELATIONS & CUSTOMER SERVICE

• Ensure all guests receive courteous, professional and personalised service.
• Handle guest enquiries, requests, feedback and complaints.
• Take ownership of guest complaints and ensure timely resolution.
• Escalate serious or sensitive complaints to the Hotel Manager.
• Conduct guest follow-up where necessary after complaints have been resolved.
• Monitor guest satisfaction and identify opportunities for service improvement.
• Assist VIP and repeat guests with special arrangements.
• Monitor guest feedback from hotel platforms, surveys and other relevant channels.
• Encourage Front Office staff to anticipate guest needs and provide proactive service.
• Maintain good relationships with corporate clients, repeat guests and other key customers.

FRONT OFFICE CASHIERING & REVENUE CONTROL

• Supervise Front Office cashiering activities.
• Ensure proper cash handling procedures are followed.
• Monitor cash floats issued to Front Office personnel.
• Verify credit card, cash and other payment transactions.
• Review cashier reports and daily financial transactions.
• Ensure all room charges and incidental charges are correctly posted.
• Monitor deposits, refunds, rebates, discounts and adjustments.
• Ensure complimentary, house-use and staff-related rooms are properly authorised and recorded.
• Identify discrepancies in guest accounts and ensure corrective action is taken.
• Coordinate with Finance on billing, credit accounts and outstanding balances.
• Ensure all financial documents are properly maintained and submitted.

NIGHT AUDIT & DAILY CLOSING

• Ensure proper coordination with the Night Auditor or designated Front Office personnel.
• Review night audit reports where applicable.
• Ensure daily transactions are properly posted and closed.
• Monitor room revenue, occupancy, ADR and other relevant Front Office figures.
• Ensure discrepancies identified during the audit are investigated.
• Ensure proper preparation of daily Front Office reports for management review.
• Follow up on outstanding transactions or system discrepancies.

STAFF MANAGEMENT & SUPERVISION

• Supervise Front Office Executives, Front Office Assistants and other Front Office personnel.
• Prepare and monitor departmental duty rosters according to operational requirements.
• Ensure sufficient manpower is available during peak periods, weekends and public holidays.
• Monitor attendance, punctuality, grooming and discipline.
• Conduct daily shift briefings.
• Communicate hotel announcements, policies and operational instructions to staff.
• Allocate duties and responsibilities according to staff competency and operational needs.
• Coach and guide staff to improve service quality and operational performance.
• Identify staff training needs and recommend appropriate training.
• Assist in conducting performance appraisals.
• Address minor performance and disciplinary issues in accordance with hotel procedures.
• Report serious disciplinary or performance matters to the Hotel Manager and HR Department.

TRAINING & SERVICE STANDARD

• Conduct on-the-job training for Front Office personnel.
• Ensure new employees receive proper departmental orientation.
• Train staff on check-in, check-out, reservation handling, cashiering and guest service procedures.
• Ensure staff understand hotel facilities, services, room types, rates and policies.
• Conduct regular refresher training where required.
• Monitor compliance with service standards and SOPs.
• Develop staff knowledge of local attractions, transportation, dining and other guest-related information.
• Promote a service-oriented culture within the Front Office Department.

CONCIERGE, BELL & GUEST ASSISTANCE

Where applicable, supervise or coordinate concierge and bell service activities, including:

• Welcoming and assisting arriving and departing guests.
• Coordinating luggage handling and storage.
• Assisting guests with transportation arrangements.
• Providing information on local attractions, restaurants, shopping and transportation.
• Coordinating guest requests with relevant hotel departments.
• Monitoring luggage storage procedures.
• Ensuring guest belongings are handled safely and professionally.
• Maintaining appropriate records for luggage and guest assistance services.

TELEPHONE & COMMUNICATION MANAGEMENT

• Ensure telephone calls and guest enquiries are handled professionally.
• Monitor the Front Office telephone and communication procedures.
• Ensure wake-up calls are properly recorded and executed.
• Ensure important guest messages are accurately communicated.
• Monitor communication between Front Office and other hotel departments.
• Ensure urgent operational information is immediately communicated to the appropriate person.

INTERDEPARTMENTAL COORDINATION

Housekeeping

• Coordinate room status and room readiness.
• Follow up on room discrepancies.
• Coordinate VIP room preparation and special amenities.
• Communicate guest requests and special arrangements.
• Follow up on lost and found matters.

Sales & Marketing

• Coordinate group, corporate and event reservations.
• Ensure room blocks and special arrangements are properly managed.
• Provide updated room availability information.
• Support sales activities through efficient handling of corporate and group guests.

Finance

• Coordinate billing and payment matters.
• Submit Front Office financial reports and supporting documents.
• Follow up on outstanding balances.
• Resolve billing discrepancies.

Maintenance

• Report room defects and maintenance issues.
• Follow up on urgent room repairs.
• Coordinate room out-of-order/out-of-service status.
• Ensure repaired rooms are properly released for sale.

Security

• Report guest incidents, suspicious activities and security concerns.
• Coordinate emergency situations.
• Assist with lost and found procedures.
• Ensure guest safety and security procedures are followed.

Food & Beverage

• Coordinate guest requests relating to F&B facilities.
• Communicate VIP and group requirements.
• Assist in coordinating packages, functions and special guest arrangements.

Human Resources

• Coordinate manpower, attendance, training and employee-related matters.
• Ensure departmental staff comply with HR policies.
• Participate in recruitment and interviews for Front Office positions when required.

HOTEL SAFETY & EMERGENCY RESPONSE

• Ensure Front Office staff understand hotel emergency procedures.
• Assist guests during emergencies and evacuations.
• Coordinate with Security and relevant departments during emergency situations.
• Ensure emergency contact information is readily available.
• Report accidents, incidents and safety concerns immediately to the Hotel Manager.
• Ensure Front Office personnel comply with hotel safety and security requirements.

REPORTING & ADMINISTRATION

Prepare, review or monitor relevant reports, including:

• Daily occupancy report.
• Arrival and departure reports.
• VIP and special guest reports.
• Room status reports.
• Reservation reports.
• No-show and cancellation reports.
• Front Office cashier reports.
• Daily revenue reports.
• Shift handover reports.
• Guest complaint reports.
• Lost and found records.
• Maintenance/room defect reports.
• Other operational reports requested by the Hotel Manager.

QUALITY CONTROL & AUDIT

• Conduct regular checks on Front Office procedures and records.
• Ensure compliance with hotel SOPs and internal controls.
• Identify operational weaknesses and recommend improvements.
• Assist during internal and external hotel audits.
• Ensure Front Office documentation is complete and properly maintained.
• Monitor compliance with cash handling and revenue control procedures.
• Take corrective action on identified operational discrepancies.

SALES & UPSELLING

• Encourage Front Office staff to promote room upgrades and relevant hotel services.
• Monitor room upgrade opportunities.
• Promote hotel facilities, F&B outlets, packages and other revenue-generating services.
• Support hotel occupancy and revenue objectives.
• Provide feedback to the Hotel Manager regarding guest preferences and potential revenue opportunities.

MANAGEMENT RESPONSIBILITIES

• Report directly to the Hotel Manager on all Front Office operational matters.
• Provide regular updates on departmental performance, manpower, guest complaints and operational issues.
• Recommend improvements to Front Office operations and guest services.
• Assist the Hotel Manager in achieving hotel occupancy, revenue and guest satisfaction targets.
• Act as the person-in-charge of Front Office operations in the absence of the Hotel Manager or when specifically delegated.
• Make operational decisions within the authority delegated by the Hotel Manager.
• Ensure any major operational, financial, disciplinary or guest-related issue is escalated promptly to the Hotel Manager.

Pay: RM2,500.00 - RM4,000.00 per month

Benefits:

• Additional leave
• Dental insurance
• Health insurance
• Meal provided

Application Question(s):

• What is your expected salary?

Education:

• STM/STPM (Preferred)

Experience:

• Front desk: 2 years (Required)
• front office managerial: 2 years (Required)

Work Location: In person