Assistant Front Office Manager

Mercure Serpong Alam Sutera 

Located in the heart of Alam Sutera, Mercure Serpong Alam Sutera is situated between EMC Hospital and Living World Shopping Mall, at the center of the lifestyle, entertainment, and gastronomical hub. Our 171 stylish rooms and modern facilities make our hotel ideal for both business and leisure traveler.

Discover Alam Sutera, well known as the best town for cycling and jogging with a green and healthy environment. Explore the culinary indulgence, entertainment, and shopping experiences, such as Flavor Bliss, Living World, IKEA, and Mall @Alam Sutera.

The Assistant Front Office Manager is responsible for supporting the Front Office Manager in overseeing the daily operations of the Front Office department, ensuring efficient service delivery, operational excellence, and high levels of guest satisfaction. This role assists in leading and developing the Front Office team, maintaining hotel and brand service standards, handling guest concerns, and ensuring smooth coordination with other departments to deliver an exceptional guest experience.

Key Responsibilities

Front Office Operations & Management

• Assist the Front Office Manager in overseeing the daily operations of the Front Office department, ensuring smooth and efficient service at all times.

• Supervise and coordinate Front Desk, Guest Relations, Concierge, Bell Service, and other Front Office functions as assigned.

• Monitor check-in and check-out operations to ensure accuracy, efficiency, and guest satisfaction.

• Ensure room assignments, room status, VIP arrangements, and special requests are properly managed and coordinated.

• Monitor daily occupancy, arrivals, departures, room availability, and operational requirements.

• Ensure all Front Office procedures, policies, and brand standards are consistently implemented.

• Conduct regular inspections of the Front Desk and public areas to ensure cleanliness, organization, and readiness.

• Assist in managing room inventory, room upgrades, overbooking situations, and room discrepancies.

• Act as the Manager on Duty when assigned and ensure smooth hotel operations during the shift.

Guest Relations & Satisfaction

• Ensure all guests receive warm, personalized, and professional service throughout their stay.

• Handle guest complaints, feedback, and service recovery situations promptly and effectively.

• Monitor guest satisfaction scores, online reviews, and feedback to identify areas for improvement.

• Ensure VIP, repeat guests, loyalty members, and special occasion arrangements are properly recognized and handled.

• Follow up on guest requests and complaints to ensure timely resolution and guest satisfaction.

• Build positive relationships with guests and encourage loyalty and repeat business.

• Ensure guest experience initiatives and brand service standards are consistently delivered.

Team Leadership & Development

• Supervise, guide, and motivate Front Office team members to achieve departmental objectives.

• Assist in preparing duty rosters, scheduling shifts, and monitoring manpower requirements.

• Conduct regular briefings to communicate operational updates, guest information, and service priorities.

• Provide coaching, training, and guidance to team members to improve service quality and operational performance.

• Monitor team members' performance, grooming, discipline, and adherence to hotel standards.

• Assist in conducting performance evaluations and identifying training and development needs.

• Support recruitment, onboarding, and development of Front Office team members.

• Foster teamwork, effective communication, and a positive working environment within the department.

Financial & Administrative Management

• Monitor Front Office cashiering operations, billing accuracy, deposits, refunds, and financial transactions.

• Ensure proper control and reconciliation of cashier reports and daily financial transactions.

• Monitor room revenue opportunities through upselling, room upgrades, and other revenue-generating initiatives.

• Assist in monitoring departmental expenses and ensuring effective cost control.

• Review daily reports, occupancy statistics, room revenue, and other operational performance indicators.

• Ensure accurate guest records, registration documents, and Front Office administrative reports.

• Ensure compliance with hotel financial policies, credit procedures, and cash-handling standards.

• Assist the Front Office Manager in preparing departmental reports and operational updates.

Communication & Interdepartmental Coordination

• Coordinate closely with Housekeeping, Engineering, Food & Beverage, Security, Sales, and other departments to ensure smooth hotel operations.

• Ensure effective communication and follow-up of guest requests, room conditions, maintenance issues, and operational matters.

• Conduct and participate in departmental meetings and operational briefings.

• Ensure proper shift handovers and communication of outstanding operational matters.

• Work closely with the Reservations and Sales teams to optimize room occupancy and maximize revenue opportunities.

• Support hotel-wide initiatives, events, and activities as required.

Service Standards, Safety & Compliance

• Ensure all Front Office operations comply with hotel policies, procedures, brand standards, and applicable regulations.

• Maintain high standards of professional grooming, personal appearance, and service attitude.

• Ensure guest privacy, confidentiality, and data protection requirements are strictly followed.

• Ensure the team understands and complies with hotel safety, security, and emergency procedures.

• Monitor and report any operational risks, security concerns, maintenance issues, or unusual incidents.

• Ensure proper implementation of emergency response procedures and coordinate with relevant departments when necessary.

• Support continuous improvement initiatives to enhance operational efficiency and guest satisfaction.

• Perform other duties and responsibilities as assigned by the Front Office Manager or Hotel Management.

Education & Experience

• Minimum 2–3 years of experience in Front Office operations, preferably in a supervisory or team leader position within the hospitality industry.

• Previous experience as a Front Desk Supervisor, Guest Relations Supervisor, or in a similar leadership role is preferred.

• Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, or a related field is preferred.

• Previous experience in an international or branded hotel is an advantage.

• Good understanding of hotel operations, Front Office procedures, and guest service standards.

Skills & Competencies

• Excellent leadership, communication, and interpersonal skills.

• Strong guest service, problem-solving, and decision-making abilities.

• Good knowledge of Front Office operations, including check-in/check-out, room allocation, cashiering, and guest relations.

• Proficient in using PMS (Property Management System) and basic computer applications.

• Ability to handle guest complaints, service recovery, and challenging situations effectively.

• Strong organizational, administrative, and team coordination skills.

• Good understanding of room inventory management, upselling techniques, and revenue optimization.

• Good command of English, both spoken and written; other languages are an advantage.

• Ability to lead, motivate, coach, and develop team members.

• Able to coordinate effectively with other departments to ensure smooth hotel operations.

Personal Attributes

• Professional appearance, positive attitude, and strong leadership presence.

• Guest-oriented with a genuine passion for hospitality and service excellence.

• Friendly, approachable, proactive, and service-minded.

• Responsible, reliable, and able to take initiative.

• Strong attention to detail with good analytical and organizational abilities.

• Able to work under pressure and make sound decisions in a fast-paced environment.

• Flexible to work shifts, weekends, public holidays, and operational requirements.

• Demonstrates integrity, professionalism, and a strong commitment to teamwork.

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can consider them.