As an Assistant Front Office Manager for a luxury member-only club, you'll assist the Front Office Manager in managing daily operations, supervising staff, ensuring high-quality member experiences, and maintaining accurate records, while adhering to service standards and policies.
Key Responsibilities
Supervision and Team Management:
- Assist in the training, coaching, and development of front desk staff.
- Ensure staff adhere to service standards and policies.
- Manage staff schedules/rosters.
- Resolve customer complaints and issues.
Front Office Operations:
- Manage daily front desk operations, including check-ins, check-outs, and handling member inquiries.
- Oversee reservations and assignments of club facilities.
- Maintain accurate records and reports.
- Coordinate with other departments, such as housekeeping, sales, and accounting.
Member Experience:
- Provide exceptional customer service to members, ensuring a positive and memorable experience.
- Address and resolve member inquiries and complaints promptly and effectively.
- Monitor and maintain a high level of member satisfaction.
Administrative Tasks:
- Perform administrative duties, such as filing, data entry, and managing correspondence.
- Schedule appointments and meetings.
- Maintain calendars for senior staff.
Financial Performance:
- Contribute to financial performance through upselling and revenue generation.
- Conduct operational audits.
Scope and Attributes of the Position
- Prior hospitality experience, preferably in a luxury or member club setting.
- Robust customer service and communication skills.
- Excellent organizational and time management skills.
- Ability to work under pressure and maintain composure in a fast-paced environment.
- Knowledge of front office operations and procedures.
- Proficiency in relevant software and systems (e.g., Prologic, Concept Shiji).
- Ability to work independently and as part of a team.
- Strong problem-solving and conflict resolution skills.