Assistant Manager - Front Office

工作職責

The Assistant Manager – Front Office supports the Front Office Manager in leading the daily operation of the Academy’s Front Office, Guest Services and Concierge functions. The role is responsible for delivering a seamless, personalised and professional patron experience while ensuring the team operates efficiently, consistently and in accordance with Academy standards. As an operational leader, you will manage shift operations, resolve patron concerns, coach team members, coordinate closely with internal departments and external partners, and support accurate revenue collection and control. Front Office Operations -Support the Front Office Manager in the overall daily operation of the Front Office, including reception, Guest Services, Concierge and shift-based service delivery. -Lead and supervise Front Office team members during assigned shifts, ensuring a consistently warm, efficient and professional welcome for patrons and guests. -Maintain a strong floor presence, particularly during peak arrival, departure, event and high-traffic periods, anticipating patron needs and resolving issues promptly. Patron Experience and Service Recovery -Build genuine, long-term relationships with patrons through attentive, personalised and discreet service. -Act as an escalation point for patron enquiries, feedback and complaints; take ownership of service recovery and follow through to resolution. -Coordinate with Golf, Tennis, F&B, Lodging, Admissions, Membership, Housekeeping, Security and other relevant teams to deliver a seamless end-to-end patron journey. Controls and Administrations -Support accurate handling, reconciliation and monitoring of Front Office revenue collection, payment transactions and related records. -Assist the Front Office Manager in monitoring monthly revenue performance, identifying variances and supporting initiatives that contribute to budget delivery. -Ensure compliance with cash-handling, payment, data-privacy, lost-property, key-control and other relevant operational procedures. -Support departmental projects, patron events and ad hoc operational assignments as required. What You Should Have -Higher Diploma or above in Hospitality Management, Hotel Management, -Property Management or a related discipline. -Minimum 6 years’ relevant Front Office, Guest Services, Concierge or hospitality-operations experience, including supervisory or team-leadership exposure. -Experience in luxury hospitality, private membership clubs, serviced residences or premium customer-service environments is highly preferred. -Proven ability to manage patron enquiries, complaints and service-recovery situations with maturity, discretion and sound judgement. -Strong leadership, interpersonal, organisational and problem-solving skills. -Confident in leading a team across shift operations, maintaining service standards and managing multiple priorities under pressure. -Good commercial awareness, with an understanding of revenue collection, operational controls and service performance. -Excellent command of spoken and written English and Chinese; Mandarin is an advantage. -Proficient in Microsoft Office and comfortable using Front Office, reservation, payment or customer-management systems. -Independent, proactive, resourceful and able to work effectively with cross-functional teams. -Willing and able to work on a roster basis, including night shifts, weekends and public holidays.