The Address Citywest is looking for an AssistantFront Office Manager to support the Front Office Manager in overseeing the dailyoperations of the front desk and ensuring a high level of guest satisfaction.
This role involves managing staff, handling guest inquiries, effectiveperformance of front of house duties, coordinating with other departments, andmaintaining an efficient and welcoming front office environment.
Job Description
* Registering hotel arrivals ensuring thatall documentation relating to registration is per standard of procedure.
* Communicating all relevant informationprofessionally and accurately with all guests and colleagues.
* Answering the switchboard in a warm andwelcoming manner and dealing with all guests' requests/ queries in a polite andattentive manner.
* Taking reservations and administering allreservations, cancellations, and no-shows in line with company policy.
* Assist guests and visitors with specialrequests including but not limited to; wake up calls, travel arrangement,making reservations and providing information about the local area.
* Dealing with all guests checking out fromthe hotel handling billing and charges as per standard of procedure.
* Dealing with any complaints or issues ina timely and professional manager escalating any serious matters to a highermember of the management team.
* Liaise with Housekeeping team to ensurerooms are available for check-in communicating any special requests.
Key Responsibilities 1.
Guest Services:
* Ensure a warm and professionalwelcome for all guests.
* Handle guest inquiries,complaints, and feedback promptly and effectively.
* Monitor guest satisfaction andwork to resolve any issues that arise.
Front Desk Operations:
* Supervise daily front deskoperations to ensure efficiency and guest satisfaction.
* Oversee check-in and check-outprocesses, including reservations and room assignments.
Ensure all guestbilling and payment procedures are followed accurately.
Staff Management:
* Assist in recruiting, training,and scheduling front office staff.
* Monitor and evaluate staffperformance, providing feedback and coaching as needed.
Foster a positive andcollaborative team environment.
* Coordination and Communication:
* Liaise with other hoteldepartments to ensure smooth operations and guest satisfaction.
* Communicate effectively withhousekeeping, maintenance, and food and beverage departments to address guestneeds and preferences.
* Assist in planning andexecuting special events and promotions.
Administrative Duties:
* Assist in the preparation ofreports and rota planning for the front office.
* Maintain accurate records ofguest information, reservations, and financial transactions.
* Management of guest bills andhouse accounts in line with Standard Operating Procedures and Company Policies.
* Ensure compliance with hotelpolicies, procedures, and standards. 6.
Problem Solving and DecisionMaking:
* Identify and resolveoperational challenges promptly and efficiently.
* Implement solutions to enhancethe guest experience and improve front office operations.
Safety and Security:
* Ensure the front desk area issafe, clean, and well-organized.
* Monitor and enforce safety andsecurity procedures.
Requirements
* Minimum of 2-3 years of front office or guest services experience in a hotel, with at least 1 year in a supervisory role.
* Excellent communication and interpersonal skills - interact and communicate with guests and colleagues in a courteous, friendly, and professional manner at all times.
* Strong organisational skills and multitasking abilities.
* Be fully aware of and comply with company policies and procedures.
* Be aware of the day's business, both in room occupancy, special requirements and VIP needs.
* Ensure you are wearing your uniform whilst on duty and are presentable according to expected standards.
* Be innovative - develop and implement new ideas contributing to company success.
* Protect and promote the image of The Address Collective.
* Strive for excellence and always lead by example.
* Proficiency in hotel management software (HotSoft).
* Ability to lead and motivate a team.
* Problem-solving skills and the ability to remain calm under pressure.
Working Conditions:
* Availability to work various shifts, including mornings, evenings, nights, weekends, and holidays.
* Ability to stand for extended periods and perform manual handling occasionally.
**Adherence to health and safety procedures and processes at all times.
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