Assistant Front Office Manager

1.1Assist the Front Office Team in the execution of their duties to maximize the operational efficiency of the department.

1.2To ensure the highest level of service is provided to all guests and clients to maximize guest satisfaction.

1.3To effectively monitor and review all departmental standards as well as polices and procedures of the Hotel

1.4To ensure that an effective structure of communication within the department is established and maintained at all times to ensure that all staff members are fully aware of relevant information concerning the hotel as well as all promotions within the company world-wide.

1.5To be fully conversant with all legislation in respect of hotel sales, practical employment law, payment of services, registration of guests, security procedures and data protection.

1.6To promote training and development of all Front Office staff through effective performance reviews and clearly defined skills training on and off the job.To co-ordinate and collaborate in this matter with the Human Resources Department.

1.7To maintain appropriate standards of conduct, dress, hygiene, uniforms and appearance at all times throughout the Front Office Team.

1.8To ensure the motivation of all Front Office staff by treating them equally, listening to them and developing them into identifying opportunities and recommendations for improving the quality of service.

1.9To attend meetings relevant to the Front office Department as directed by the GM and contribute as necessary.

1.10To conduct daily briefings with all Front Office staff as the Manager on Duty to ensure that all are aware of special events, guest arrival patterns and daily duties.

1.11To analyze and approve special rates and rebates.

1.12To be informed about the hotel’s selling strategies and its mission.

1.13To develop, improve and maintain a contact with corporate clients, travel agents, booking offices and reservation offices in competitor hotels.

1.14To maintain a high profile Front Office Department (e.g. interviewing, employing, succession planning… etc).

1.15To perform at least yearly staff appraisals.

1.16To organize and control preparation of the departmental duty rota (Weekly Schedule).

1.17To ensure all VIPs are well taken care of ensuring that their presence is communicated to all concerned.

1.18To record all incidents or complaints in the Duty Manager Log Book for management reference.

1.19To Handle Guest Queries and complaints effectively and efficiently ensuring follow-up at all times.

1.20To ensure that returning guests are especially well taken care of by supervising the Guest Relations Department and ensuring that all FO staff are aware of them

1.21To conduct regular inspections of the Hotel, ensuring the safety and security of all guests and employees and to assist departments where necessary.To report and follow up with the relevant department managers to ensure standards are adhered to

1.22To be fully conversant with the Hotel Fire and Emergency operations

1.23To ensure that all computerized systems have the prescribed security back-ups performed and that emergency manual systems are in place.

1.24To cover Operational shifts on a rotation Basis in line with business demands and employment contract.

1.25To comply with any reasonable instructions issued by management

1.26To know and follow the health and safety polices.

1.27To be vigilant in monitoring energy conservation procedures and ensure that they are carried out.

1.28To ensure that telephones are answered quickly and efficiently, following company directives.

1.29To be fully conversant with the FO 'Down Time' procedures and to carry out your role swiftly in the event of a system failure.

1.30To act according to the telephone handling standards & procedures.

1.31To act according to the complaint handling standards & procedures.

1.32To be responsible for a clean and tidy working area.

1.33Act as Duty Manager on a monthly rotational basis and carry out tasks outlined/detailed.

1.34To handle and assist the Recreation Team in the execution of their duties to maximize the operational efficiency of the department.