Assistant Front Office Manager (AFOM)

• To carry out regular training in order to ensure the highest levels of performance are maintained at all times.
• To relief the Assistant Manager when they are off or take annual leave. To work shift whenever necessary.
• To ensure all records and reports in each Front Office section’s “Log Book” are promptly and efficiently recorded and followed up.
• To welcome arriving and escort VIPs and bid farewell upon their departure.
• To ensure guest comments are followed up and acted upon without delay.
• To ensure effective communication and coordination within the Front Office and with other departments.
• To check and ensure that all rooms / suites assigned for VIPs are in good order and respective amenities are placed in prior to their arrival.
• To maintain close contact with guests to build up good relationships especially with return guests.
• Preparation of Front Office monthly reports, commenting on key performance indicators.
• To ensure the main entrance and driveway is free of obstruction and traffic congestion at all times, especially so during VIP’s visit or function.
• To fine tune services of the Front Office operations, and have a good eye for details.
• To assist in the preparation of budgets.
• To handle guests’ complaints, when necessary, concerning services of all areas of operation and followed up and corrective action is taken as soon as possible.
• To ensure all section heads observe the hotel policies and procedures, as well as supervising their respective personnel in the Front Office Department.
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Responsible for the overall supervision, operation and ensure the coordination among all the Front Office sections
• Although you are employed by the Front Office Department, you may be reassigned to any area that the management deems suitable and necessary.
• To ensure sufficient staff is on duty according to the hotel occupancy and approved staff manning. And to arrange for replacement for staff on medical leave or any other leave.
• Follow the daily guest book comments (VOG) and share with the team. Prepare action plan if needed.
• To maximise revenue and occupancy to the best of his / her ability and to suggest ways to make improvements, through training, control and management of room inventory.
• To work closely with Duty Manager & Security Department in handling and resolving incidents affecting in–house guests.
• To be thoroughly conversant with the Front Office operation, policy matters and the computer system.
• To ensure that Guest History records are up- dated, accurate and organized in the Opera.
• To update all manuals, policies and procedures, when required.
• Conduct all the morning/afternoon briefing with the FO team, linked with night shift
• To organize, direct and coordinate the daily activities of Front Office.
• To ensure that all the staff adhere to all policies and procedures established by the hotel management.
• To ensure all cash transactions handled by the Front Office personnel are done according to the guidelines set by the Director of Finance.
• To have good knowledge and understanding of all emergency procedures and hotel policies.
• Assist the Learning & Development Manager in planning, organizing and conduct training for all the Front Office staff.
• To ensure that room occupancy forecast is not overbooked by the Reservation’s staff and to maximize room revenue.
• To liaise closely on a daily basis with all other departments in Rooms Division in order to ensure effective communication and collaboration with all parties concerned.
• To assist HR in the selection of staff, training and appraisals of all employees in the Front Office.
• Maintain good interpersonal relationship between hotel management and guests.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority
• To control the day- to- day operations of the Front Office.

Strong leadership, interpersonal and training skills
Service oriented with an eye for details
Ability to work effectively and contribute in a team
Diploma in Tourism & Hospitality Management
Self- motivated and energetic
Proficient in MS Excel, Word, & PowerPoint
Must be well- presented and professionally groomed at all times
Excellent reading, writing and oral proficiency in English language
Minimum 3 years of relevant experience in a similar capacity
Good communication and customer contact skills

Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21.
Opportunity to grow within your property and across the world!
Develop your talent through learning programs by Academy Accor.

Cập nhật gần nhất lúc: 2024-06-19 18:35:03