Job Title: Assistant Front Office Manager
This role involves directing and managing the Front Office Team to ensure efficient, prompt, courteous, and proactive service is provided to all guests. The successful candidate will follow hotel procedures at all times and maintain the highest standards of guest care and customer satisfaction.
Key Responsibilities:
* Carry out all tasks in accordance with procedures as outlined in the Front Office Standards Manuals.
* Ensure all tasks and checklists are actioned and completed during shift.
* Maintain a comprehensive knowledge and actively promote all hotel facilities.
* Monitor presentation and cleanliness of the Front Office at all times.
* Stay up-to-date with industry trends, practices, and systems to ensure the hotel remains competitive.
* Participate in development of recognition programs for staff and promotional campaigns to increase market awareness.
* Control and analyze departmental costs on an ongoing basis.
* Plan and coordinate in-house activities and package plans with senior managers.
* Check arrival lists, conference guest lists, and VIP lists to identify special guests.
* Analyze rate variance to ensure proper room rate and revenue control.
* Duty Manager shifts.
Financial Management:
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 relevant Department Manager.
* Maintain effective communications with all Departments.
People Management:
* Ensure departmental members are conversant with Quality Standards and that those standards are fully implemented.
* Utilize leadership skills and motivation to maximize employee productivity and satisfaction.
* Monitors hotels overall service and team work daily, and makes recommendations for improvement.
* Challenges employees within department to achieve optimum yield management, occupancy, and average room rate.
* 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.
Health and Safety:
* Have full knowledge of 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.
Occasional Duties:
* Carry out any other reasonable duties as requested by a member of the management team.
* Attend meetings.
* Attend Hotel & Golf Links Training.