Industry :
Hotels & Resorts
Department :
Front of House
Location :
Nusa Tenggara Barat, Indonesia
Job Role :
Assistant Front Office Manager
Employment Type:
Permanent
Validate Through :
2022-09-11
Salary Range (monthly):
USD 1 to 2,000
Salary Details
Salary Description: Competetive Salary Offered
Job Description For Front Office Supervisor
Pullman Lombok Mandalika Beach Resort
Job Description
Primary Responsibilities
Front Office Operation
- Behaves and acts in an exemplary fashion, embodying the brand mindset
- Helps the Front Office Manager and his/her Assistant (depending on the hotel) organize and manage the team, perform administrative tasks and coordinate with the other departments
- Helps employees improve their skills and provides support for career development
- Supervises the work of the receptionists under his/her responsibility, ensuring synergy and complementarity with Customer Relations Managers
- Through his/her actions and presence at the reception, transmits the Front Office Manager's (or Assistant's, depending on the hotel) instructions and priorities
- Ensures that guests have a smooth running stay
- Organizes the welcome and care provided by the team under his/her responsibility
- Provides a warm and friendly welcome for guests to encourage their loyalty
- Develops excellent relationships with guests throughout their stay
- Handles any contentious issues with guests
- Supervises guest welcoming operations and rooms sales carried out by his/her team
- Is in charge of coordinating the team
- Organizes guest arrivals and departures with the team
- Ensures that guests' requests take priority in the team's work
- Ensures that services meet guests' expectations
- On starting work every day, checks the remaining departures and that the appropriate invoices are present and correct, complete with receipts
- Prepares the arrivals and departures list, the residents list and VIP guest list
- Keeps track of the standard of services delivered, based on guest comments and quality audits
- Supervises the receptionists' checklist
- Supervises the management of debtors, group and individual guest invoicing and cash operations
- Ensures internal procedures are duly applied
- Modifies working methods to comply with the brand philosophy
- Involves and motivates his/her teams
- Helps train apprentices and interns
- Allocates work to the team of receptionists
- Promotes new duties, ensuring that the team's role complements that of Customer Relations Managers as well as possible
- Is a central contact point for the other departments
- Attends departmental meetings
- Increases REVPAR by making short term decisions about hotel occupancy
- Motivates the team, encouraging members to promote the brand's loyalty program to guests
- Checks the Housekeeper's report and discusses any discrepancies
- Ensures that sales pitches are duly applied
- Is familiar with the hotel's environment and competitor hotels
- Ensures guests are satisfied with their stay as they leave, informing the superior if necessary
- Is capable of moving people from their rooms and handling difficult situations
- Checks guests' solvability
- Supervises check in and cash operations
- Follows up any "no shows"
- Prepares debtor files for the accounts department
- Manages stocks (wifi, paper etc)
- Writes the daily rooms report and checks it against cash operations
- Checks cash levels at the beginning and end of the shift, auditing using the appropriate computer files
- Checks that pricing matches segmentation
- Knows the safety regulations and ensures their application
- Keeps the workplace clean and tidy
- Ensures the safety of people and property in the hotel
- Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)
Team Management- Provide department orientation and training of the hotel service standards, procedures and programs
- Constantly monitor team members' appearance, attitude and degree of professionalism
- Motivate and provides a work environment which brings out the best in team members
Other Responsibilities- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
- Be fully conversant with hotel fire & life safety/emergency procedures
- Attend all briefings, meetings and trainings as assigned by management
- Report for duty on time wearing clean and complete uniform at all times
- Maintain a high standard of personal appearance and hygiene at all times
- Perform other reasonable duties assigned by the Management of the Hotel
Work Experience Knowledge and Experience - Vocational diploma or degree in hospitality or F&B studies
- Previous experience as a receptionist
- Computer literate (Windows environment), PMS, Hotix, Tars and an aptitude for new technologies
- Languages: fluent in the national language, English and a third language
Competencies - Good communication and customer contact skills
- Results and service oriented with an eye for details
- Ability to multi-task, work well in stressful & high-pressure situations
- A team player & builder
- A motivator & self-starter
- Well-presented and professionally groomed at all times
- Sales know-how
- Self-control
- Excellent presentation
Benefits - Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies and the opportunity to earn qualifications while you work
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
Atithi Jaiswal
Mumbai, India