Located 400m from West Lake, Oakwood Residence Ha Noi is a destination voted by many foreign experts as the most livable project because of its fresh and airy environment right in the heart of the capital. This is the first project in the serviced apartment segment of Van Phu Invest with European standards from design to service, operated by the oldest hotel group- The Ascott International.
Job Description:
Responsibilities and means:
• Representative of the Senior Management: The Assistant Front Office Manager is the only representative of the Senior Management. He/she must be for this reason very versatile and to be ready to handle some very different situations.
• The AFOM will be in permanent contact with the Front Office Manager to report any resident comment, or problem and to ensure a good co- ordination and quick communication on both sides.
• The AFOM will be the first to be called if a resident is looking for a member of the management team. In dealing with these situations, the AFOM must ensure that he/she uses tact and diplomacy to rectify quickly the situation, reaching the resident satisfaction but as well respecting the procedures and organization of Oakwood Residence Hanoi.
Administrative responsibilities:
• To ensure that a relevant FO’s logbook is maintained updated and to check the logbook from the different sections of the FO to ensure that clear, constant and updated communication lines are kept with all FO associates.
• To maintain per shift an accurate record in the FO&039;s logbook of items and incidents which may be of concern to the management and/or which may require further attentions.
• Responsible for a detailed Assistant Front Office Manager hand over by going through the activity of the day, the problems found, the follow up to do, the tasks not completed yet…
Technical responsibilities:
• The AFOM will ensure that the immigration registration is done fully as per procedures established.
• The first assignment & main area of work of the Assistant Front Office Manager is the main lobby, when the AFOM is not a way to do a specific mission, he / she will spend all his / her time in the lobby to co- ordinate the overall lobby activity and will be dynamic in relationships with residents.
• Responsible to keep all FO Standards and Procedures in line with ORHN Policies.
• To ensure the overall co- ordination of the Front Office Operations and to assist all sections of the Front Office department.
• In the event of fire, the AFOM has to ensure the overall co- ordination as per emergency procedure established. In the absence FOM, the AFOM will call right away the appropriate persons; will ensure that each staff takes control of his / her duties during Fire Fighting and that the residents are well informed of the security measures to be taken.
• To motivate all the staff regarding the selling and up selling programs and to make sure that the rates given are matching with the instructions received. To do the proper controls as per procedures established.
• Responsible to ensure that all Financial and Audit Procedures are respected. The AFOM will then realize daily the appropriate controls: Bucket Checks, Cashier Closures, Registration cards and correspondence, Rebates, Paid Out…
• The AFOM will attend daily the FO briefing and be very active giving full information & updates to all the FO staff. During the absence of FOM, the AFOM will conduct by his/her own this briefing. He/she will encourage a good interactivity with all the FO staff, to listen and understand their questions and problems and to give appropriate answers and solutions in line with ORHN procedures and organization.
• To ensure that all Front Office areas are clear, clean & tidy at any time.
• The AFOM will be attentive to respect the privacy/confidentiality of the information, or resident names available. He/she will ensure not to transmit any resident name, or resident history information.
• The AFOM will go through the correspondence of all the arrivals every night to ensure that the conditions and rates confirmed upon reservations are clearly updated and followed up on the Front Office side. To report to FOM any irregularity the day after.
• To keep full records of incoming and outgoing items in Hold- For- Delivery box & to ensure proper follow up.
• To ensure that the close day is done correctly and that the number of "No Show", "Rooms Occupied", “Complimentary and House Use" are accurate.
Human responsibilities:
• Ensures all staff are present at scheduled times in the appropriate sections and that there is always the minimum standard number on staff on duty in each section.
• The Assistant Front Office Manager ensures all staff on duty is at all times immaculately groomed and wears correct and complete uniform.
• To be responsible for adhering to Oakwood Residence Hanoi associates rules and regulations as detailed in the associates’ handbook.
• The Assistant Front Office Manager reports quickly any discipline problem to the Front Office Manager and must be fair in any associates disciplinary action required during their absence.
• The AFOM will ensure the full motivation of the team & create a nice atmosphere of work. This is crucial to encourage a better quality of service and minimize the turnover.
Relations: To be in alert and to call Security department right away when a resident has a suspect attitude or luggage, when there is a serious conflict or beginning of fight in the premises of the hotel. Any of these cases has to be reported in the FO’s logbook.
Replacement and temporary missions: Other duties and projects as assigned by the Front Office Manager.
