REQ12699 Assistant Manager, Front Office (Open)

POSITION SUMMARY:

The  Assistant, Front Office Manager is responsible for the overall operation of the Reception, Front Services, Guest Relation Officer.  This position is accountable for assisting in  planning, coordinating and managing staff and services to ensure the operation runs efficiently and effectively and customer service standards are maintained at all times.  This role will encompass the formulation and implementation of operating procedures and standards, the management and development of team members, and liaison with Management.

PRIMARY RESPONSIBILITIES:

Ensures proper budgeting and maximizes hotel revenue by ensuring hotel yield management strategies are adhered to and in accordance with hotel business plan objectivesEnsures Front Office staff are competent in and effectively use up-selling techniques to maximize revenueResolves efficiently any issues raised by any guest to ensure their needs are met and their expectations are exceeded.  Ensures on-going relations and rapport are not compromised with the guest and that exceptional customer service is provided at all timesLiaises with other key departments across the Hotel and delegate tasks as required to ensure the entire front line meet operational requirements.Identifies areas to improve communication and the smooth flow of information between departmentsManages, coaches, and develops all employees within the department to ensure competence, performance and succession objectives are met.  This includes conducting performance reviews on all staff and counselling sessions, as requiredMonitors the training and development needs of staff and develop and organize appropriate training to ensure competency standards are maintainedEnsures communication among Front Desk, Concierge, Cloakroom and Bell Desk staff, Guest Relation and other departments of the Hotel is timely, accurate and professional at all timesEnsures the database is appropriately managed and updated, ensuring guest history records (i.e., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the systemImproves and develops departmental procedures in order to increase efficiency and productivity and improve service to guestsMonitors and controls expenditure including payroll within the department to achieve budget goalsMonitors and conducts periodic operating equipment supplies and equipment inventoryEliminates revenue losses by ensuring credit policies are adhered to by the department and by implementing and observing accurate cashier standardsMaintains current product knowledge of events and facilities to ensure guests receive accurate, timely information and adviceAdheres to and exhibits pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture of equity and diversity is fosteredConsults and involves employees to promote an environment where workplace hazards are minimized, and the health and safety of employees is valuedOversees proper operation of various sections of the department especially those servicing VIP guestsWorks and coordinates well with Transportation to ensure proper arrival and departure arrangementsMaintains high level of overall guests’ satisfaction in all areas and achieve high quality guest service standards in accordance to established Hotel’s Service StandardsMaintains consistent and effective communication to all departmental managers and staffEnsures close communication and relationship with VIP guests to ensure guest’s stay experience is positiveProduces and provides relevant front operations reports, statistics and analysisAdheres to all Company policies and procedures

KEY PERFORMANCE INDICATORS:

Good management of complaints and incidentsPositive customer FeedbackContinuous progress of Technical SkillsStaff Retention and Development

QUALIFICATIONS:

Education

Bachelor’s degree in hospitality or related field.

Experience

At least 3 years previous experience in a Front Office Managerial role in a five-star resort.

Skills

Excellent interpersonal and customer service skillsGood negotiation and conflict resolution skillsLeadership and coaching skills.  Strong in finance and budgetingFluent in both written and spoken EnglishComputer literate with PMS, Word, PowerPoint, ExcelStrong problem solving and critical thinking

PERSONAL COMPETENCIES:

Attention to detailAchieves agreed objectives and accepts accountability for resultsDisplays a high commitment to delivering resultsLeads others to achieve business objectivesCommunicates effectivelyAble to work on flexible shifts including overnight, weekends and holiday on rotation basisDisplays the highest level of integrityAbility to maintain discretionSelf-motivatedApproachable