Assistant Front Office Manager

Scope and General Purpose:

Supervise and control the reception, registration and room allocation of all guests. Supervise and control all Front Office areas to the standards laid down by the hotel.

Main Duties:

• To supervise and control all front office staff.
• To be available during check-in periods to deal with any problems or complaints.
• To ensure effective and speedy check-out facilities.
• To ensure that luggage is delivered to and collected from rooms speedily.
• To ensure that enquiries, messages, wakeup calls are dealt with courteously and efficiently.
• To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
• To ensure that front desk staffs are dressed in the correct uniform and that their appearance enhances the image of the hotel.
• To ensure that guests are greeted "with a smile" and that all registration formalities are correctly completed, paying particular attention to charge-out details and credit rules.
• To ensure that production and morale levels of staff remain optimal.
• Assumes all supervisory duties in absence of Front Office Manager.
• Handles all significant guest concerns; informs the Front Office Manager of all significant guest concerns.
• To trains, motivates, and coaches staff.
• Manage scheduling and attendance
• To provide support for night audit as needed.
• To liaise with reservations and pre-allocate rooms, bearing in mind the preferences of regular and VIP guests.
• To ensure co-operation and helpfulness with all front office and housekeeping departments.
• To ensure that the guest list register is updated regularly during the day and those copies are sent to the appropriate departments/party, i.e. F & Beverage, Cashier, Telephone operators and Housekeeping.
• To liaise closely with the housekeeping department on check outs, moves, etc.
• To arrange alternative suitable accommodation, for a confirmed or regular guest, if the hotel is fully occupied.
• To ensure maximum room occupancy in line with agreed policy on over bookings.
• To ensure a proper posting of all daily room and outstanding charges
• To hold regular performance appraisals with all front office staffs, identifying areas for development and training needs.
• To carry out regular on-the-job training with all front office staff to ensure that they perform their duties correctly to company standards and that the training needs identified in the performance appraisals are actioned.
• To report any faults or defects to the maintenance department.
• To be totally security conscious at all times and ensure that effective procedures are in operation in emergency cases, etc.
• Performs other job-related duties as required.

Responsible to: Front office Manager

Hours of Work: Flexible

Qualifications