Assistant Front Office Manager
Reports to: Rooms Division Manager
Scope and General Purpose of the Job
Direct and manage the Front Office Team to ensure efficient, prompt, courteous, and proactive service is provided to all guests. Follow Hotel & Golf Procedures at all times.
Ensure highest standards of guest care and customer satisfaction are maintained at all times to maximize rooms revenue.
Quality Standards
* Carry out all tasks in accordance with procedures as outlined in the Front Office Standards Manuals.
* Action and complete all tasks and checklists during shift.
* Have a comprehensive knowledge and actively promote all hotel & golf facilities.
* Maintain the highest standards of presentation and cleanliness of the Front Office at all times.
Monitor present and future trends, practices, and systems to determine and ensure the hotel & golf links is competitive in the market place.
Participate in development of recognition programmes for staff, advertising and promotional programs and campaigns to increase market awareness and penetration.
Control and analyze departmental costs on an ongoing basis and take action to control negative deviation.
Plan and co-ordinate in-house activities and package plans together with Resident Manager and other senior managers as required.
Check the arrival list, conference guest list, and VIP list to ensure that Department Managers and the General Manager recognize VIPs and special guests.
Analyze the rate variance to ensure proper room rate and revenue control.
Finance
1. Maintain Guest Ledger.
2. Bring any issues to the attention of the Rooms Division Manager.
3. Produce weekly invoice and statement runs.
4. Issue Trial Balance, Managers, and Guest Ledger reports.
Communication
Bring customer comments and issues to the attention of the Rooms Division Manager and the relevant Department Manager.
Maintain effective communications with all Departments.
Deliver the highest standards of guest care and customer satisfaction throughout their stay in alignment with Preferred Hotel standards, AA standards, and internal SOPs.
Identify maintenance issues and report accordingly in Opera and follow through.
People Management
* Ensure departmental members are conversant with and aware of Quality Standards and that those standards are fully implemented.
* Utilize leadership skills and motivation to maximize employee productivity and satisfaction.
* Monitor hotels overall service and team work daily, and make recommendations for improvement to Rooms Division Manager and relevant Department Manager.
* Challenge employees within department to achieve optimum yield management, occupancy, and average room rate to maximize room revenue.
* Select potential staff in coordination with Human Resources.
* Assess training needs, develop training plans, and train departmental members to meet customer needs and staff development.
* Foster and develop effective employee relations throughout the Hotel & Golf Links.
Health and Safety
Have full knowledge of and be able to act upon the Hotel & Golf Links Fire and Health and Safety Procedures.
Complete all duties and tasks with due care for the Health and Safety of yourself and other employees and guests.
Ensure the highest standards of personal presentation whilst wearing the company supplied uniform, in accordance with Department Standards Manual.
Report, and where necessary, take action on incidents, accidents, fire, loss or damage.
Occasional Duties
* Carry out any other reasonable duties as requested by a member of the management team.
* Attend meetings.
* Attend Hotel & Golf Links Training.
Skills and Benefits
Hospitality Management Training & Development Customer Focus Staff meals Uniform Staff perks Personal development Free golf Leap card Taxi discounts