Skills, Qualifications & Experience
*With minimum of 2 years’ experience in a 4 or 5 star hotel
*Proficient in English language (verbal and written) with a second or third language will be an asset.
*Excellent grooming standard
*With strong leadership skills
*Must be able to handle a multitude of tasks in an intense, ever changing environment.
*Must be a strong team player with departmental cooperation.
*Professional attitude is required
*Ability to work independently and under pressure.
*Passion for delivering exceptional levels of guest service
*A warm personality, attentive and smartly presentable
*Ability to listen and respond to demanding Guest needs
*Committed to delivering high levels of customer service
As Assistant Front Office Manager you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as:
*Supervises Reception and Reservations personnel to ensure optimum occupancy and average room rate for purpose of maximizing revenue.
*Monitors Front Office personnel to ensure guests receive prompt, warm attention and personal recognition.
*Informs other operating departments, notably Housekeeping of all Front Office matters that concerns them.
*Establishes and maintains effective employee relations.
*Assists Front Office Manager in personal related matters such as interviewing, appraising and consulting.
*Identifies training needs, assists in developing formal training plans and implementing training sessions.
*Inspects frequently for cleanliness and orderliness of the Lobby reception and Cashier’s desk and, VIP rooms prior to guest arrival.
*Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of department employees.
*Provides input to Front Office department meetings.
*Promotes inter-hotel sales and in-house facilities.
*Assists in the preparation of statistical, performance and forecast reports as necessary, to facilitate annual budget and strategic plan preparation and provides management with marketing information.
*Assists in monitoring and controlling, on an on-going basis, department costs to ensure performance against budget.
*Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.
*Analyses and approves discounts and rebates.
*Coordinates with security in the investigation of irregularities and undesirable guests.
*Coordinates with Housekeeping on checking discrepancies.
*Copy reads all reports of all Front Office personnel before submission to the Front Office Manager.
*Controls the room availability in tight situation.
*Assists in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch.
*Escorts VIPs to their rooms when necessary.
*Sees to the accommodation and transportation of overflow guests in cases of full emergency.
*Inspects the lobby including the driveway, valet parking, lobby restrooms, elevators and informs department concerned of findings.
*Acts as Front Office Manager in his absence.
*Ensures all new procedures and policies are communicated and implemented effectively within the department.
*Notifies the Front Office Manager of all operational problems whether related to employee performance/misconduct or procedures.
*Ensures that all Front Office standards are maintained by regular spot checks and observations taking corrective action and retraining.
*Prepares work schedules and store requisitions on timely basis.
*Cooperates in the performance of any reasonable task requested by the management.