The primary responsibility of this role is to structure/align the Front Office Department policies and procedures to deliver exceptional behaviour and create the right environment that will help them to be responsive, respectful, deliver great guest experience and build customer service culture.
Under the direction of the Cluster Director of Rooms, and in full support and alignment with Direct reports of Duty Managers, Supervisors, is responsible for directly managing a team in order to deliver the highest level of service to all guests, support the Guest experience team in day to day operation and will be responsible to take responsible of managing the department in the absence of the Department Head.
Overseeing the Front Desk, Telephone Operators, Bell Desk and CIDs, the Assistant Front Office Manager must ensure that proactive action is taken to ensure the needs of all guests are met and that additional measures are taken to create lasting experiences. Particular attention must be given to the implementation and delivery of the brand standards and recognition VIP guests.
In the Role of Assistant Front Office Manager, you will be required to work closely with all interacting department exist between sections and to ensure all Front Office operations run in an efficient and effective manner.
KEY RESPONSIBILITES
- Ensure brand standards, policies and procedures are adhered too at all times.
- Review existing policies and procedures on a regular basis to ensure they facilitate operations.
- Implement new policies and procedures as required in order to standardise service delivery and task completion.
- Perform on the job training and coaching to ensure all colleagues are capable of delivering the required standards.
- Ensure standards and procedure are in place to ensure all team members, guests and other VIPs receive special attention and recognition
- Ensure that all group arrivals/Check in are handled with quick and efficient manner, in a pre-planned manner, ensuring that their rooms are inspected and prepared prior to arrival, by proper coordination with the housekeeping team and proper allocations of rooms.
- Drive the enrolment of members ensuring enrolments are in line with the required targets as set by Head Office.
- Proactively look for ways of providing better service and to exceed guest expectations. When “glitches” occur ownership is taken to implement service recovery and to ensure action is taken to address the issue in question to prevent its reoccurrence.
- Reply guests reviews on social media platforms on behalf of Hotel Manager in line with Guest Relations team
- Be knowledgeable, and to ensure all direct reports are knowledgeable, on all hotel room types, outlets and facilities and to be aware of all in house functions and events taking place.
- Work closely with the Director of Rooms & Revenue/Reservation team to control room availability, room types, accuracy of room count and correct rate grid applied in alignment to hotel’s business strategy. Maximise occupancy, revenue and average rate while maintaining high service standards.
- Review rooms allocations and upgrades provided to ensure they meet the specific requirements of the guest and that they are in line with hotel policy.
- Drive up selling at the point of check-in to increase overall room’s revenue and increase the REVPAR uplift.
- Manage guest and stationary supplies to reduce cost and wastage.
- Ensure that good relations are maintained with all internal departments e.g. Housekeeping, Food & Beverage and to meet with them regularly to discuss opportunities and any internal challenges.
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out and Paymaster’s are managed. Closely monitor PMs and exceeded limit guests reports on daily basis.
- Deal with “book outs” during periods of high occupancy; and guest expectations are managed within company policies and procedures.
- Ensure all work areas both front and back of house are well maintained, fully stocked with required operational items and safe
- Ensure colleagues maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
- Attend the required meetings in the absence of the Cluster Director of Rooms, Organise and drive monthly FO team meetings and outings in additional to the daily briefings.
- Promote Inter-hotel sales and in house facilities
- Drive the guest experience through service quality and continuous improvement, and comply with company Quality Audits
- Ensure implementation and compliance of the Company’s Fire, Life and Safety requirements, by adhering to Risk assessment procedure of the department.
Finance
- Work collaboratively with Cluster Director of Rooms in preparing the expenses budget, and ensure that there are measures in place to manage each expense line within our budget through efficiency in operation.
- Ensure vacation, Public Holidays and lieu days are used to the needs of the business.
- Ensure that the payroll is submitted to HR on time.
- Ensure upselling report is submitted to HR on time.
Management
As a Manager you are expected to demonstrate the following behaviours consistently:
- Hold self and others accountable for achieving results. Deliver by meeting tough deadlines and use specific performance measures to track progress and improve future performance
- Take steps to follow through, ensuring tasks are fully completed; independently check to ensure accuracy and quality
- Develop detailed understanding of the market and guests’ need, Challenge the way things are done; identifies areas requiring change and suggests ideas to support the change
- Identify opportunities to improve profitability of own area, Implementation and maintenance of brand standards and standard operating procedures
- Train and develop the team and provide support when required
- Ensure all direct reports have a Personal Development Plan to achieve their goals
- Ensure that effective communication flow is maintained at all times
- Actively participate in the community involvement projects and initiatives together with the hotel’s management team
- Maintaine a business environment based on the Code of Conduct and Company Vision
