Job Description

Location Overview
Join our team in Aman Nai Lert. Amid the skyscrapers of central Bangkok, Thailand’s first urban Aman hotel and residences will rise from the verdant sanctuary that is Nai Lert Park. Here, history and nature will come together to tell a new Aman story, one entwined with the exceptional legacy of Thailand’s revered Nai Lert family.

Scope of Work

• Responsible for Guest Relations and Front Desk operations during hotel operation under the supervision of the Front Office Manager
• Maintain high standards of customer service to deliver memorable hospitality experiences
• Ensure a “personalised service” culture at the forefront of all operations
• Achieve the highest level of guest satisfaction in line with hotel and corporate policies, standards, and guidelines

Responsibilities and Duties

General

• Ensure the brand is protected and all guests and business partners are delighted by their experience
• Act as hotel champion for: Guest satisfaction Guest recognition Guest preference collection
• Perform duties with discretion, professionalism, and a pleasant demeanor
• Maintain a professional service image toward guests, team members, and management

Operational

• Operate the Front Office efficiently, professionally, and profitably on all shifts
• Manage all Front Office team members (Duty Manager, Night Manager, Guest Relations Supervisor, Front Office Host):Provide training Supervise and oversee daily operations Ensure compliance with service standards and procedures
• Maintain Guest History profiles daily
• Merge and delete duplicate profiles
• Ensure database accuracy through weekly and monthly quality checks
• Monitor and spot-check quality of work
• Develop and implement guest recognition programs
• Coordinate and update Guest Programs
• Lead by example in delivering guest delight
• Recognize team members for outstanding service
• Be visible and accessible to guests and ensure follow-through
• Effectively use guest profiles for consistent personalization
• Build strong relationships with:Regular guests Aman Club members Local patrons
• Handle guest complaints promptly and ensure timely recovery
• Ensure VIP amenities are assigned according to policy
• Personally meet VIP arrivals and departures
• Identify service improvement areas and maximize guest value
• Ensure service standards are consistently maintained
• Deliver flawless, upscale, and high-class guest experiences
• Maintain strong operational flow and act as key contact for guest issues and emergencies
• Communicate service standards clearly to the team
• Manage customer loyalty programs and tools:Performance Monitor Front Office Manual Core Practices
• Record all Customer Delight actions and results
• Ensure team knowledge of hotel packages and promotions
• Communicate guest preferences to operational departments
• Lead Shift Huddles and Daily Operations Meetings when needed
• Ensure all inquiries are handled promptly
• Maintain up-to-date knowledge of:Services Amenities Activities Promotions Events
• Maintain strong knowledge of:Guest rooms and facilities Hotel venues Emergency procedures
• Conduct: Personalized check-in Personalized check-out Room escorting
• Handle reservations when needed and ensure accurate PMS input
• Engage with guests through activities and promotions
• Stay informed about:Hotel surroundings Bangkok highlights Local attractions
• Monitor guest satisfaction via: Direct feedback Comment cards Online reviews Follow-up discussions
• Maintain flexibility with work schedule, including weekends and holidays

Leadership and Team Management

• Ensure smooth daily operations of Guest Relations and Host teams
• Ensure proper staffing and readiness for every shift
• Align team direction with departmental and hotel objectives
• Communicate Aman values regularly
• Implement structured training programs
• Empower team members and encourage accountability
• Deliver consistent high-end guest service experiences
• Oversee Guest Relations and Host team performance
• Act as key contact when Front Office Manager is absent
• Conduct regular training sessions and track performance progress
• Identify training needs and support career development
• Provide performance feedback and recognition with HR support
• Ensure team awareness of guest satisfaction metrics
• Foster a positive working environment and team engagement
• Promote teamwork and cross-functional collaboration
• Build effective internal communication channels
• Maintain confidentiality and integrity of information
• Involve team in decision-making processes
• Support departments in achieving high service standards
• Take corrective actions when needed
• Ensure compliance with core practices
• Encourage innovation and implementation of new ideas
• Ensure innovation creates value for guests and the business
• Apply guiding principles and continuously communicate brand values
• Coach team through daily interactions
• Assist team members with problem-solving
• Remove communication barriers and improve accessibility
• Demonstrate strong leadership attitude and commitment
• Address motivation issues quickly and effectively
• Develop employee growth programs
• Build trust and respect through dedication
• Act as a mentor to team members
• Drive continuous improvement in processes
• Maintain productivity and cost efficiency within budget
• Stay updated with industry technology trends
• Ensure team proficiency in systems and automation tools
• Maximize productivity and profitability

Safety and Security

• Be fully aware of hotel safety procedures
• Actively participate in emergency drills and real situations
• Never compromise safety standards
• Fully understand and be able to utilise the code of discipline as a guide to maintain a safe and secure work environment

Other Responsibilities

• Maintain a full working knowledge of IT support tools used in Front Office operations, including:Property Management Systems (PMS) Microsoft Office tools
• Create and update Standard Operating Procedures (SOPs) across all Front Office areas to improve efficiency
• Ensure all administrative work is processed accurately and in a timely manner
• Submit action plans based on: Guest feedback Employee feedback
• Review daily revenue and statistical performance figures
• Perform any other duties and responsibilities as assigned by the direct manager