Assistant Manager (Front Office)

Role Purpose

Support the Director of Rooms and Front Office Manager in leading daily Front Office operations, ensuring exceptional guest experiences, luxury service delivery, and achievement of hotel revenue and loyalty objectives.

Key Responsibilities

• Oversee daily Front Office operations and ensure smooth guest journeys from arrival to departure.
• Conduct regular quality inspections to ensure compliance with LQA standards and MGallery service excellence.
• Handle escalated guest concerns and complaints with effective service recovery solutions.
• Maintain strong visibility in guest areas and build positive relationships with guests and team members.
• Support room upselling and ALL - Accor Live Limitless membership enrolment initiatives to maximize revenue and guest loyalty.
• Personally coordinate arrivals, stays, and departures of VIP and key guests.
• Stay updated on hotel facilities, promotions, VIP arrivals, and local destination information.
• Lead, coach, and supervise Guest Service teams to ensure operational excellence and service consistency.

Requirements

• Diploma or Degree in Hospitality, Hotel Management, or related discipline.
• Minimum 3-5 years of Front Office experience, including at least 1-2 years in a supervisory or management role.
• Strong knowledge of Front Office operations, guest relations, and luxury hospitality standards.
• Experience with LQA standards, VIP guest handling, and service recovery.
• Proven ability to drive upselling performance and loyalty programme enrolment.
• Proficiency in Opera PMS or similar hotel management systems.
• Excellent leadership, communication, and problem-solving skills.
• Fluent in English and Cantonese; Mandarin is an advantage.
• Experience within Accor or an international hotel brand preferred.