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The Assistant Front Office Manager is responsible for guests experience and must ensure each guest receives the highest level of service and attention throughout their stay.
Ensures Front Office operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department.
Implements property-wide strategies that deliver goods and services that meet or exceed the needs of the target guests of the brand and provides the owner of the business with return in investment.
- Manages the front office team and oversees activities at front desk and guest services.
- Ensure consistent adherence of the team to the Hotel policies, procedures, and service standards in accordance to brand and service guidelines set by Accor.
- Ensure all guests receive prompt and personal recognition and resolve service issues, incidents or accidents as required.
- Responsible for checking daily shift audits, maintaining staffing needs, industry trends and delivers consistent quality customer service.
- Require to make objective decisions and handle any complaints and emergencies in a level-headed manner.
- Establish performance and development goals for team members.
- Responsible for the leadership and achievement of performance targets of Front Office.
- Recommend and execute improvements in hotel policies and Front Office operations where there are opportunities for improving services, maximizing revenue and profitability where possible without comprising quality standards.
- Serve as a role model to demonstrate appropriate behaviours
- Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results eg. TrustYou, RPS, Upselling.
- Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Be involved in reviews of repair and maintenance issues, and coordinate with.
- Involve in recruitment of new team members for Front Office.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Responsible and accountable for the front office's entire operations in the absence of the Front Office Manager.
- Manage department controllable expenses to achieve or exceed budgeted goals.
- Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
- Assist in safety and emergency training for all employees.
- Perform other duties as directed by the Management.
