Job Summary
Responsible for assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards.
Responsible for assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards.
The Assistant Front Office Manager is
responsible for supervising the Front Office Team to ensure that Team Members
are prepared and well-informed to deliver Guests an exceptional experience from
check-in through check-out. An Assistant Front Office Manager is also
responsible for managing the first and last impressions of our Guests.
Qualifications
·
Diploma or Certificate in Front
Office Operations or Higher qualification in Hotel Management.
·
Must be computer literate – working
knowledge of office packages – word, excel.
·
Experience: A minimum of three (3)
years experience in a similar position, additional language ability is a plus /
Minimum of three (3) years experience with a noted Brand.
·
Clearly demonstrated Management and
Leadership ability.
·
Knowledge of Labor Laws,
·
Have undertaken either internally or
through other sources the following course:
·
Basic Accountancy
·
Management / Leadership
·
Customer Care / Hospitality
·
Communications Skills
Skills
·
Communicate clearly and understand
the predominant language(s) of our guests.
·
Work in a standing position for long
periods of time (up to 6 hours).
·
Proficient in computer operations
including hotel management system, word, excel & outlook.
·
Good people management skills,
communication and listening skills. Must be flexible and adaptable to change.
·
Demonstrate time management and
organizational skills.
·
Must be internally motivated and
detail oriented and have a passion for teaching others.
·
Honesty and Integrity
Responsibilities
·
Supervise the activities and the
service levels of the Front Desk, Concierge, Porters, Door men Business Centre
and Travel Desk.
·
Monitors the Front Office employees
to make sure all guests receive prompt and personal recognition
·
Promote the basic habits of smiling,
greeting guest by name and thanking guests.
·
To ensure that check-in procedures
are strictly adhered to and that the correct guest details and charge out
details are obtained from each guest.
·
Oversee the VIP guest process
including, but not limited to, reviewing VIP reservations, inspecting
cleanliness/ amenities in VIP rooms and ensuring smooth check-in/check-out
·
To ensure that all charges are
correctly entered on the guest`s bill and that this is up to date at all times.
·
To ensure that accounts are balanced
daily by checking and approving all cashiering paperwork and supervising shift
take-over and hand-over procedures.
·
Co-ordinate with the Housekeeping and
Reservations departments, for all arrivals at the hotel, to ensure that they
are handled in an efficient and hospitable manner
·
Assist in monitoring of front office
financial operations and ensure front office compliance with accounting
controls and procedures.
·
To ensure that luggage is delivered
to and collected from rooms speedily.
·
To ensure that enquiries, messages
& bookings are dealt with courteously and efficiently.
·
Assist in development, implementation
and monitoring of daily, weekly, monthly, and annual department-wide budgets
and forecasts.
·
Review correspondence from guests and
incident logs; direct staff according to information obtained.
·
Resolve guest dissatisfaction by
investigating, evaluating, and settling of complaints; following up with
guests; personally resolving difficult situations
·
Prepare and conduct
briefings/meetings.
·
Ensure sufficient front office
supplies at all times.
·
Conduct daily pre-shifts to
communicate activities and /or special information/resolve issues/train staff.
·
Communicate through pre-shift logs,
emails and departmental meetings all pertinent information for the respective
shift and areas of operation
·
During check in and check-out meet
and greet guests who may be waiting, offer immediate assistance to avoid
any delays so as to ensure the highest standards of guest care and attention
·
Ensures all records and documents are
maintained as per standards laid down by the management
·
To control group and individual
reservations to ensure maximum occupancy
·
Assist in the daily maintenance of
room inventory status to achieve optimal levels of revenues while maintaining
high levels of guest expectations.
·
To ensure that luggage is delivered
to and collected from rooms speedily.
·
To ensure that enquiries, messages
& bookings are dealt with courteously and efficiently.
·
Co-ordinate the preparation of duty
rosters and ensure all shift are manned in relation to amount of work
·
To ensure that at all time, all staff
in the department are correctly and smartly dressed as per grooming standards.
·
To ensure that all Front of House
areas are clean and tidy at all times.
·
To ensure that newspapers and parcels
are delivered to rooms without delay.
·
To ensure that incoming and outgoing
telephone calls are handled promptly and courteously.
·
To carry out systematic checks of all
Front of House areas for maintenance requirements, repairs or refurbishing,
ensuring that these are actioned without delay.
·
To hold regular performance
appraisals with all junior staff, identifying areas for development and
training needs and ensuring that this training is effected.
·
Ensure team members have current
knowledge of hotel products, services, facilities, events, pricing and policies
and knowledge of the local area and events
·
To carry out or ensure that regular
On-the-Job training is taking place to agreed standards.
·
Assist in monitoring and developing
team member performance to include, but not limited to, providing supervision,
conducting counseling and evaluations and delivering recognition and reward
·
Assist in the recruitment and
interviewing of team members
·
Assist with up-selling techniques to
promote hotel services and facilities to maximize room occupancy and overall
revenue
·
Acts as the manager on duty in the
hotel when senior managers are not available.
·
Responsible for the proper
functioning and revenue generation of the business centre
·
Responsible for the travel desk team
in terms of guest transfers, billing, vehicle maintenance and proper
co-ordination between the front desk team and the travel desk team
·
To maintain constant check of service
offered to guests to assure continuing expected standard of hotels standard
operating procedures.
·
To ensure constant follow-up on guest
history.
·
To send out periodic statistical data
to the concerned departments
·
Co-ordinate the preparation of duty
rosters and ensure all shift are manned in relation to amount of work
·
To detect and take action when
service or equipment is mall functioning in the department.
