About The Role

As Resort Assistant Manager (Night) your main responsibilities will be to serve as relief for the Night Manager and oversee the smooth operations of the reception desk, lobby, bell services as well as coordinate and monitor guests’ arrival, departure and in-house experiences as per resort standards.

Key Duties and Responsibilities

• Adhere to all Resort rules and regulations as per Service Standard Policies and procedures, and follow all communications briefed by the Front Office Manager
• Attend Night Operations meeting
• Work closely with security to maintain safety in the Hotel and be aware of all emergency procedures during night shift operation
• Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
• Have full knowledge of all products and services provided by the resort and in the local area.
• Attend and communicate operational status of the reception operation daily to the FOM & Associate Director, Resort operation.
• Resolve all pending PMs in timely manner.
• Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
• Liaise with group sales for group’s arrival.
• Ensure a consistently high standard of presentation is maintained for both the department and the team members.
• Ensure that all room allocation is done in timely manner.
• Review VIP arrival& Special events.
• Liaise with housekeeping department for the daily arrival and departure preparation.
• Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
• Conduct Annual Appraisals with all team members and ensure follow-up of targets for team members are being followed up and monitored.
• Actively develop team member skills and performance through coaching and training.
• Ensure daily shift handovers are conducted in a professional and constructive manner.
• Regularly spot check duty shift checklists to ensure tasks are completed.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Ensure all daily system closing procedures and reports are being completed as per resort standards.

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