* Job Purpose
- The Assistant Front Office Manager is responsible for assisting the Front Office Manager as a Management in the overall day to day operations of Front Office Department. He/ She is in charge of any tasks during the absence of Front Office Manager. At all times the
Assistant Front Office Manager is expected to lead by example- their behaviors, speech and appearance must be without fault. Their treatment of staff must be courteous and discretionary. Their guest service standards must be the benchmark that sets the levels to be attained by all hotel staff.
- Supervise the activities of a Guest Relations/ Butlers shift ensuring that guests receive prompt, professional attention and personal recognition.
- Directs all aspects of the guest relations/ butlers function to achieve the highest possible guest satisfaction to current and future VIPs.
- Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
* Primary Responsibilities
- As a representative of Management, the Assistant Front Office Manager will be called upon to deal with guest problems and/or complaints. In dealing with these situations, the Assistant Front Office Manager must ensure that they use tact and diplomacy and remain within the organizational policy in rectifying the situation.
- The Assistant Front Office Manager is supervising more specifically.
- The Assistant Front Office Manager is in charge of front office department in case of The Front Office Manager is on leave.
- The Assistant Front Office Manager must lead dynamically the Guest Relations Section & be pro- active to develop the section to an even higher level of service.
- The Assistant Front Office Manager is responsible for taking care of all VIP’s and ensuring that they feel comfortable and enjoy their stay.
- Supervise Resort Host team & Butler operations during assigned shift including assign Resort Host/Bulter for VIP guests
- Lobby Assistance & Guest Relations team
- Conducts shift briefings to ensure hotel activities and operational requirements are known
* Guest Treatments Standards
- To acquire, through training provided, a comprehensive knowledge of the hotel Computer System, guest loyalty program, Telephone System, Internet providing system, key card & safety box.
- Schedules him/herself to be on the front during peak operation hours, checks on standards of services, and cleanliness, greets and assists in the check in of guests and escorts VIP guests to the room.
- Personally and frequently verifies that guests in his/her operation are received the best possible service available.
- He/ She ensures all staff are present at scheduled time in the appropriate departments.
- He/ She ensures that you are aware of and “up- to- date” with all happenings and operations within the hotel. It is vital that you have an obvious presence throughout the hotel, and is visible and move through public areas and departments continually whilst on duty.
- All aspects of human resource functions and employee reviews, conflict resolution and documentation.
- The Assistant Front Office Manager ensures that all staff on duty are at all times immaculately groomed and wear correctly his/ her uniform.
- He/ She is oversees the daily movement of guest activities and is able to resolve any guest complaints and establish an amicable relationship with guests, clients and customers of the Hotel.
- To be demanding and critical to service standards as per Premier Village Phu Quoc Brand standards.
- He/ She ensures that ambassador are fully knowledgeable on the use and benefits of services, products, programs, marketing and promotions
- He/ She ensures all the daily evalpack reports are made consistently Responsible for attending to, resolving or acting upon any alarms or security breaches that may occur whilst on duty.
- He/ She deals, as required/requested, with the solving of any guest complaints/feedbacks,
- Is responsible that employees act professionally and are well trained and provide friendly and efficient service.
- The Assistant Front Office Manager must be fair and just in any staff disciplinary action required whilst on duty.
- He/ She is in charge of Planet 21 for Front Office department
- Responsible for the timed handover, briefs by in/ out managers in the department.
- He/ She recommend improvement in operations, especially in the aspects of developing better service standards, increasing revenue and reducing costs.
- He/ She ensures that all ambassadors behavior and service skills are in line with the hotel standards.
- He/ She is constantly strives to please all guests that he/she may come into contact with.
- He/ She is responsible for ensuring clear and constant communication lines are kept with all ambassadors and hotel department.
- Maintains an atmosphere of tranquility at the Front Desk, never give the impression that there is an issue.
* Salary and Allowances.
- Full Salary & monthly Service Charge in probation period.
- Home Visit allowance.
- Support to relocation allowance by ranks.
* Benefits
- International working environment, joining training courses according standard of AccorHotels.
- Support for full meals during the work shift and day off.
- Support shuttle bus to Hotel.
- Supported housing staff with full amenities and entertainment area.
- Uniforms are provided according to Hotel standards.
* Insurance policy
- Insurance according to the provisions of Labour law
- Suncare Insurance according to the provisions of policy SunGroup
