Assistant Front Office Manager
The Assistant Front Office Manager is a crucial position within a hotel or hospitality establishment, providing essential support to the Front Office Manager in overseeing the day-to-day operations of the front desk and guest services. Here's a comprehensive job description for this role:
Key Responsibilities:
Guest Service Management: Assist in managing the front desk and guest service operations to ensure exceptional service delivery and guest satisfaction. Handle guest inquiries, requests, and complaints in a professional and efficient manner.
Team Supervision: Supervise and support front desk staff, including receptionists, concierge, and night auditors. Provide guidance, training, and performance feedback to ensure a high level of productivity and service quality.
Front Desk Operations: Oversee daily operations at the front desk, including check-in/check-out procedures, room assignments, reservations, and payment processing. Ensure accuracy and efficiency in all front office tasks.
Room Inventory Management: Monitor room availability and occupancy levels. Coordinate with housekeeping and maintenance departments to ensure rooms are ready for guest arrivals.
Financial Management: Assist in managing front office budgets, including payroll, expenses, and revenue targets. Implement cost-control measures to optimize profitability.
Quality Assurance: Maintain high standards of cleanliness, safety, and guest satisfaction throughout the front office area. Conduct regular inspections and audits to identify areas for improvement.
Training and Development: Facilitate training programs for front desk staff to enhance their skills and knowledge in guest service, hospitality procedures, and use of hotel management systems.
Collaboration: Work closely with other hotel departments, such as housekeeping, sales, and food & beverage, to ensure seamless communication and coordination of guest services.
Reporting: Prepare daily, weekly, and monthly reports on front office performance, occupancy rates, revenue, and guest feedback. Use data to identify trends and implement strategies for improvement.
Emergency Response: Act as a point of contact during emergencies or crisis situations, following hotel procedures and protocols to ensure the safety and well-being of guests and staff.
Qualifications:
Previous experience in front office operations, preferably in a supervisory or assistant manager role within a hotel or resort setting.
Strong leadership qualities with the ability to motivate and inspire a team. Experience in staff supervision, training, and performance management.
Exceptional customer service skills with a proactive approach to resolving guest issues and ensuring a positive guest experience.
Excellent verbal and written communication skills. Ability to effectively interact with guests, colleagues, and management.
Strong organizational and multitasking abilities to manage multiple priorities and deadlines in a fast-paced environment.
Ability to anticipate and resolve operational challenges efficiently and resourcefully.
Proficiency in hotel management software, property management systems (PMS), and Microsoft Office applications.
Willingness to work flexible hours, including evenings, weekends, and holidays, based on business needs.
Working Conditions:
- Must be able to work flexible hours, including weekends and holidays.
- Physical demands include standing, walking, and participating in recreational activities.
Criteria to apply:
Applicants must be local citizens or possess a valid work permit.