Assistant Front Office Manager (National Under Local Contract) - Pullman Phu Quoc Beach Resort

Company Description

Pullman Phu Quoc Beach Resort, in style upscale Resorts connecting performance with enjoyment

Pullman Phu Quoc Beach Resort strike the perfect balance for a new generation of hyper-connected and sophisticated travelers. Whether connecting performance and enjoyment, efficiency and well-being, business and leisure – it's always patently Pullman. 
 

Our spirit of service, to be in-tune with our brand promise, is supported by 3 strong characteristics: Drive, Open-mindedness, Forward-thinking

Job Description

Primary Responsibilities

• Ensure that guests are welcomed warmly and checked in/out efficiently and professionally.

• Resolve guest complaints and concerns in a timely, professional, and courteous manner to enhance guest satisfaction.

• Monitor and maintain guest service standards, ensuring that staff provides exceptional service.

• Handle VIP guests, special requests, and ensure their needs are met promptly.

• Conduct regular follow-up with guests to ensure satisfaction and resolve any issues.

• Oversee the smooth operation of the front office on a daily basis, ensuring timely and accurate check-in and check-out procedures.

• Ensure accurate guest billing, including room charges, taxes, and any additional services, and verify the correct handling of financial transactions.

• Coordinate with housekeeping, maintenance, and other departments to meet guest needs and ensure timely room availability.

• Assist in monitoring the room availability, occupancy levels, and revenue management.

• Implement and enforce hotel policies, including safety, security, and emergency procedures.

• Maintain and update guest profiles, including preferences, special requests, and loyalty program details.

• Ensure the proper handling of phone calls, emails, and inquiries made to the front desk.

• Ensure compliance with all financial policies and internal controls regarding cash handling, credit card transactions, and billing.

• Maintain emergency procedures, including evacuations, first aid, and fire drills, in coordination with hotel management.

• Perform any other duties as directed by the Front Office Manager

Team Management

• Provide department orientation and training of the hotel service standards, procedures and programs

• Constantly monitor team members’ appearance, attitude and degree of professionalism

• Motivate and provides a work environment which brings out the best in team members

• Assist in scheduling staff shifts, ensuring the front desk is adequately staffed during peak hours.

• Conduct performance reviews for front office team members and provide feedback to improve their skills and performance.

• Conduct regular staff meetings to keep team members informed about hotel operations, policies, and guest service initiatives.

Qualifications

Knowledge and Experience

• Bachelor / Diploma in Tourism / Hospitality Management
• Minimum 4 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times