As the Assistant Front Office Manager, one should act as the bridge between the front and the back office. While coordinating the operation, you will also ensure that all guests experience a fantastic stay.
In the absence of Front Office manager or Resident Manger take charge of the operations of Front office Department. Primarily reporting to Front office manger or EAM Rooms. Ensures guests have a smooth running stay at the hotel.
ASST FOM DUTIES AND RESPONSIBILITIES:
Customer Satisfaction (Guest Feedback, Social Media Review).
Prepare Room revenue and occupancy forecast take action on rate strategies.
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
Ensures that the pricing policy and internal audit procedures are duly applied.
Ensure that personalized service is offered to each and every guest.
Have a good knowledge of all systems and standard operating procedures of front office.
Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Is involved in recruitment of new team members for front office.
Ensures that guest documentation and information is available and up-to-date.
Makes sure that the hotel&039;s pricing policy and sales pitches are duly applied in order to optimise REVPAR
Develops high quality relationships with guests throughout their stay.
Prepare monthly and daily revenue report and circulate to all HOD&039;s.
Provide high level of customer service and maintain a high profile in the day to day front office operations.
Financial Performance (Up selling, Room Revenue, Operation Auditing).
Integrates and trains employees, providing support for skills development.
Ensures that the workplace remains clean and tidy
Welcomes guests and fosters customer loyalty through his/her friendly manner.
Supervises the management of debtors, group and individual guest invoicing and cash operations.
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
Showing Initiative, Problem Solving, Staff Training, Team Leading.
Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Manages and motivates the Front Office team in order to provide a high standard of service for customers.
