Front Office Manager Job in Kenya

Vacancy: Assistant Front Office Manager

Division / Department: Rooms & Guest Services / Rooms & Guest Services

Reporting Line:Rooms & Guest Services Mgr

Job Objectives

To assist the Front Office Manager in managing and supervising the operations and maintaining the highest occupancy.
Works closely with all departments, especially with Sales and Banquet, and ensures that tours, groups, conventions or cooperate clients are handled properly.
Reviews, maintains and amends systems and procedures within the department.
Assist in greeting and escorting important or very important guests (VIP).
Support training programs and trains staff in accordance with company standards and policies.

Primary Responsibilities:

Works under the guidance of the Front Office Manager.
Assists in achieving a maximum occupancy and average rate at all time.
Supervises day to day operation.
Ensures a high standard of service given to guests.
Works closely with all departments, especially with Sales and Banquet, and ensures that tours, groups, conventions or cooperate clients are handled properly.
Reviews, maintains and amends systems and procedures within the department.
Assists Rooms & Guest Services Manager in greeting and escorting important or very important guests (VIP).
Supports training programs and trains staff in accordance with company standards and policies.
Monitors guest feedback and informs Rooms & Guest Services Manager or EAM when necessary.
Informs Rooms & Guest Services Manager or EAM of all developments, special occurrences (e.g. accident or theft) and documents the events.
Reports the special occurrences in the logbook.
Handles all emergencies, accidents etc. with security and provides required documentation in logbook.
Ensures that all tasks are completed by the end of the shift.
Ensures that all news Rooms & Guest Services staff understands the hotel and company policies and standards.
Ensures a smooth operation in the Communication Center and in the Business Center.
Works with all pre-set budgetary limits.
Handles guest complaints professionally.
Prepares all reports as required.
Inspects all areas of the operation for cleanliness and security.
Controls the flow of the lobby and the front entrance.
Prepares himself/herself to handle any emergency that may occur in the hotel.
Is familiar with company policies and standards (Rooms & Guest Services policies and emergency procedures).
Performs other duties as assigned by Rooms & Guest Services Manager or EAM.

Administrative Responsibilities

Acknowledges and screens daily work schedule.
Conducts daily briefing and de-briefing in the absence of the Department Head.
Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business.
Establishes two-way communication with related departments.
Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
Manages time effectively by meeting deadlines on time.
Administers personnel action on leaves & overtime requests, disciplinary actions and commendation.
Identifies and solves problems in a professional manner.

Technical Responsibilities

Knows and understands the job description of all positions in his/her department and beware of others.
Knows and understands policies relating to his/her department and others.
Recognizes good quality products and presentation.
Checks and improves all service standards established by the company.
Supervises staff activities to maximize revenue and minimize costs.
Provides assistance to the staff when required during peak periods.
Maintains grooming standards for all personnel.
Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency.
Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources.

Commercial Responsibilities

Communicates effectively with guest, clients, business partners and staff.
To be a good sales person to promote hotel’s image and businesses.
Participates community projects or activities in order to promoting the hotel’s image and cooperation to improve community relationship.

Human Resources Responsibilities:

Coaches and counsels all staff when applicable
Evaluates objectively the performance of staff in his/her responsibilities.
Provides training to all staff in his/her department regularly.
Motivates staff to grow within the company.
Develops him/herself to be better manager at all times.

Relationship

Reports to General Manager and if applicable works closely with designated Corporate Office.
Directs and supervises activities of the departments concurred.
Coordinates with other managers to ensure smooth operations and all activities of the hotel.
Interacts with clients, guests, government officials, supplies, and other important individual in the community in promoting the hotel.
To be able to communicate with guests effectively and efficiently.

Job Requirement

Minimum education of Bachelor degree in Hotel Management or relevant discipline
Minimum of 3 years in Front Office experience
Knowledgeable in Front Office Operation
Have good English communication skills both in written and spoken
Posses professional disposition with excellent communication and interpersonal skills