Assistant Front Office Manager

Key Relationships 

Maintain
inter-departmental relationships to ensure seamless customer service.

Key Responsibilities

• Assists the Front
  Office Manager in all aspects of their duties.
• Assist
  Front Office Manager in execution of the management of staff. 


• Monitor Front Office personnel to ensure guests receive prompt,
  cordial attention and personal recognition.
• Monitor Front
  Office and particularly Guest Relations personnel, to ensure IHG members, known
  repeat guests and other VIPs receive special attention
  and recognition.
• Control the availability of rooms, room
  types, accuracy of room counts and rate categories.


• Maximize occupancy, revenue and average rate while maintaining high
  service standards.
• Liaise with Housekeeping Department
  to ensure room image is maintained and the “Room Ready on Arrival” policy
  is adhered to.
• Turn away guests if occupancies deem
  it necessary ensuring no good-will is lost.
• Liaise closely
  with Executive Housekeeper to ensure special guest needs, amenities and other
  room related requests are met.
• Be aware of credit policies
  and procedures and liaise closely with Finance Department to ensure that credit
  procedures are properly carried out.
• Know system recovery
  procedures.
• Interpret computer reports.


• Compile statistics for front office and provide reports relating
  to that area.
• Continually check the accuracy of room
  count.
• Approve upgrades and special amenities in absence
  of manager!
• Inspect frequently for cleanliness
  and orderliness, the lobby, reception and cashier’s desk and, on a random basis,
  VIP rooms prior to arrival.
• Maintain appropriate standards
  of conduct, dress, hygiene, uniforms, appearance and posture of departmental
  employees.
• Provide input for Front Office Departmental
  Meetings and deputizes in cases of absence.
• Promote
  Inter-hotel sales and in house facilities.

Financial Management

• Under
  the assistance of the senior Finance Manager co-ordinate the preparation of
  the Departmental annual budget and work to achieve the budget by monitoring
  and controlling the departmental operations, considering revenue
  and expenditure.
• On an ongoing basis, control and analyze
  departmental costs to ensure performance against budget; implementing corrective
  measures where necessary to produce positive business results. 

Effectively manage staffing costs by preparing efficient work
schedules in line with legal requirements

People
Management

• Work within the company’s Human
  Resource Management System to ensure the departmental performance of staff
  is productive. Duties include assisting your Line Manager to:


• Plan for future staffing needs 
• Recruit
  in line with company guidelines 
• Prepare detailed
  induction programs for new staff.
• Maintain
  a comprehensive, current and guest focused set of departmental standards
  and procedures and oversee their implementation.
• Ensure
  training needs analysis of your departmental staff is carried out and training
  programs are designed and implemented to meet needs.


• Actively work at developing your staff and identify high
  potentials. 
• Maintain training records for all direct
  reports and ensure they do the same for their staff. 


• Conduct probation and formal performance appraisal in line
  with company guidelines
• Coach, counsel and discipline
  staff, providing constructive feedback to enhance performance


• Approve leave requests after considering peaks and troughs in
  the business. 
• Regularly communicate with staff
  to maintain good relations.

Customer
Service

• Demonstrate service attributes
  in accordance with industry expectations and company standards including:
  
  • Being attentive to Guests 
  • Accurately
    and promptly fulfilling Guests requests
  • Anticipate Guests
    needs
  • Maintain a high level of knowledge which affects
    the Guest experience
  • Demonstrating a ‘service’
    attitude 
  • Taking appropriate action to resolve guest
    complaints.

Appreciate the dynamic nature
of the Hotel industry and extend these service attributes to all internal
customers.