As the Assistant Front Office Manager, you will play a pivotal role in delivering a seamless guest experience by supporting the Front Office Manager in the efficient operation of the front desk, concierge, guest services, and night audit team. This role ensures that all guests receive outstanding service from arrival to departure while maintaining the hotel’s brand standards, policies, and procedures. You will be responsible for supervising the Front Office team, maintaining high standards of guest satisfaction, and collaborating with other departments to ensure a smooth operation and overall guest satisfaction.

You will also act as the department head in the absence of the Front Office Manager, handling guest complaints, managing daily staff duties, assisting in training and development, and contributing to occupancy and revenue strategies.

Duties and responsibilities:

• Assist the Front Office Manager in overseeing the entire Front Office operation to ensure efficiency and high standards of guest service.
• Lead by example and provide coaching and direction to all front office staff including receptionists, concierge, bellmen, and night auditors.
• Handle guest concerns and complaints with empathy, efficiency, and professionalism, resolving issues and ensuring guest satisfaction.
• Ensure smooth check-in and check-out processes while maintaining proper control of room assignments, availability, and special requests.
• Coordinate with housekeeping, engineering, and other departments to manage guest room readiness and resolve service issues promptly.
• Supervise the implementation of standard operating procedures and ensure consistent service delivery that aligns with the hotel brand.
• Monitor and analyze guest feedback through surveys, online reviews, and in-person interactions, using insights to improve service.
• Support the training and development of front office team members to uphold guest service excellence and personal growth.
• Prepare daily, weekly, and monthly reports related to occupancy, revenue, guest feedback, and departmental performance.
• Manage inventory of supplies for the front office and ensure cost-effective operations.
• Participate in budget planning and cost control measures for the front office department.
• Assist with staff scheduling, attendance, and shift coverage to ensure appropriate service levels.

• Maintain proper cash handling and billing procedures, including auditing and reconciliation of transactions.
• Oversee VIP guest arrivals and departures, ensuring personalized service and attention to detail.
• Monitor staff grooming, behavior, and adherence to hotel policies and procedures.
• Act as the point of contact in emergency situations and liaise with security or emergency services as required.
• Stay informed about hotel promotions, local events, and attractions to assist guests with concierge inquiries.
• Ensure compliance with safety, health, and hygiene standards within the front office area.
• Perform other reasonable tasks assigned by manager.

General Responsibilities:

• All employees are responsible for following HACCP guidelines to ensure food safety and quality in all food handling and preparation processes.
• All employees are encouraged to participate in and contribute to the hotel’s Corporate Social Responsibility initiatives, supporting sustainability and community engagement.
• All employees are expected to be aware of and follow fire and safety procedures to ensure a safe environment for guests and colleagues.
• All employees contribute to improving the hotel’s Reputation Performance Score (RPS) by delivering excellent service and maintaining high guest satisfaction.
• All employees are required to read and familiarize themselves with the Heartists’ Handbook to understand company policies and procedures.
• All employees are responsible for maintaining and upholding Novotel Brand Standards to ensure a consistent guest experience and brand integrity.
• All employees are expected to embody and promote Novotel's Pillars in daily work, ensuring alignment with the hotel’s core values and service philosophy.
• To be fully conversant of Novotel Phnom Penh BKK 1’s grooming standard
• All employees are responsible for minimizing breakage or loss of hotel property and reporting any incidents promptly to ensure the hotel’s assets are well-maintained.

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field. Equivalent work experience may be considered.
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field. Equivalent work experience may be considered.
• Minimum 3–5 years of experience in Front Office operations, including 1–2 years in a supervisory or assistant manager role.
• Previous experience in a 4 or 5-star hotel environment is highly preferred.

Skills and attributes:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• High level of guest service orientation and problem-solving ability.
• Proficiency in Property Management Systems (PMS), preferably Opera or equivalent.
• Ability to handle stressful situations with grace and professionalism.
• Organized, detail-oriented, and capable of multitasking in a fast-paced environment.
• Knowledge of local and international hospitality standards.
• Good understanding of revenue management and front office KPIs.
• Fluency in English (spoken and written); additional languages are an asset.