Job Description

We are seeking an Assistant Front Office Manager in charge of Guest Experience to join our hospitality team in Pak Chong, Thailand. In this role, you will be instrumental in delivering exceptional guest experiences while supporting front office operations. You will work collaboratively with the front office team to ensure every guest interaction reflects our commitment to outstanding service and hospitality excellence.

Oversee daily front office operations and coordinate with team members to ensure seamless guest check-in and check-out processes
Manage guest inquiries, concerns, and complaints with professionalism and empathy, implementing effective solutions to enhance satisfaction
Monitor and maintain high standards of guest service across all touchpoints, ensuring consistent delivery of our hospitality brand promise
Assist in training, onboarding, and coaching front office staff to develop their customer service skills and operational competencies
Customize guest experiences by anticipating needs, personalizing interactions, and creating memorable moments during their stay
Coordinate with other departments (housekeeping, maintenance, concierge) to address guest requests and resolve issues promptly
Maintain accurate guest records and communication logs while ensuring confidentiality and data security
Analyze guest feedback and behavior patterns to identify opportunities for service improvement and operational efficiency
Support the Front Office Manager in scheduling, performance reviews, and team development initiatives
Ensure compliance with hotel policies, safety protocols, and industry standards in all guest-facing operations

Qualifications

Proven experience in front office operations, guest services, or a similar customer-facing hospitality role
Exceptional communication and interpersonal skills with the ability to build rapport with diverse guests and team members
Strong organizational and time management abilities with the capacity to multitask in a fast-paced environment
Problem-solving skills and the ability to handle challenging situations with composure and professionalism
Proficiency in front office management systems and hotel software platforms
Multilingual capabilities (English required; additional languages preferred)
Demonstrated ability to lead, motivate, and support team members in achieving service excellence
Customer-focused mindset with a genuine passion for delivering exceptional guest experiences
Conflict resolution and negotiation skills to address guest concerns effectively
Knowledge of hospitality industry standards, best practices, and guest experience management
Flexibility to work varied shifts, including evenings, weekends, and holidays as required
Professional demeanor with strong attention to detail and commitment to maintaining high service standards

Additional Information

Hotel Managed

Assistant Front Office Manager in charge of Guest Experience (H/F/X)