As Assistant Guest Service Manager, you will be responsible for the following duties: 

1. Guest Experience & Service Standards

• Operate the Front Office Department during day and night shifts efficiently, profitably, and in line with service standards.
• Ensure Legendary Quality Experience (LQE) Standards are fully implemented, maintained, and exceeded to meet and surpass guest expectations.
• Arrange guest book-outs in accordance with MOHG policy, ensuring complete guest satisfaction.
• Ensure all guests are escorted to their rooms by Front Desk Agents.
• Handle guest complaints and comments tactfully, ensuring effective service recovery.

2. Revenue & Operational Management

• Assist the Front Office Manager in maximizing room yields by encouraging Front Desk Agents to upsell proactively.
• Monitor service delivery through LQE and Richey action plans.
• Manage the Infor Hotel Management System (HMS): ensure accurate data input, maintain configurations, control access levels, and issue passwords.
• Ensure proper staffing levels are maintained at all times.
• Delegate duties to Front Desk Agents and ensure work processes follow a logical order.

3. Leadership & Colleague Development

• Promote efficient inter-departmental communication to strengthen teamwork.
• Monitor the successful implementation of Total Training Concept and Legendary Service Training at the Front Desk.
• Encourage colleague development and foster a positive working environment.
• Maintain very high standards of grooming, hygiene, behavior, and professionalism among colleagues.

4. Safety, Compliance & Additional Duties

• Ensure all health and safety standards are maintained, monitored, and compliant to support 100% in MOHG audits.
• Cooperate with other departments to ensure smooth daily operations.
• Perform any other reasonable duties assigned by the Front Office Manager.
• Fans of MO performance well (Enrolments, Member stay and Premium Active Member).