Job Title: Assistant Front of House Manager
The Assistant Front of House Manager is responsible for ensuring consistent quality of customer service, providing guests with a memorable stay and supporting team members on a daily basis.
Key Responsibilities:
* To assist the FOH Manager with all responsibilities of the front office department and managing employees to ensure guests receive prompt and courteous service.
* Communicate expectations to team members through departmental orientation, training programs, performance reviews and daily team briefings.
* Assist with the recruitment of the front desk team and ensure a strong talent bank is in place.
* Ensure staff on duty follow required procedures during their shift and delegate tasks to team members.
* Liaise with accounts regarding ledger or other queries and take necessary action.
* Maximise in-house selling and encourage other staff on duty to do so.
* Understand and carry out reservation procedures to Company standard and liaise with Reservations regarding book-outs/no-shows.
* Develop, motivate and carry out one-to-one reviews, job chats and appraisals of all Front Office staff.
* Report any comments, complaints and compliments to Senior Management.
* Maintain appropriate standards of conduct, dress, hygiene and appearance of front office team members.
Requirements:
* Previous experience in a similar role in a 3 or 4 star hotel preferred.
* Working knowledge of Hot Soft or similar hotel software an advantage.
* Professionalism and competency abilities in terms of operational/technical skills.
* Efficiency in controlling departmental labour costs and in team development.
* Problem solving, leadership and excellent customer service skills.
* Punctuality in all aspects of work duties.
* Enthusiasm, passion and interest in their work.
* Commitment to continuous improvement.
* Compliance with company policies and procedures.