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DEPARTMENT:            Front Office

POSITION TITLE:       Assistant Front Office Manager

REPORTS TO:               Hotel Manager / General Manager

TO MANAGE:                 Assistant Front Office Manager, Night Manager, Night Duty Managers,

Shift leaders, Guest Service Agents

 

 

  • Summary of Job Function
  • To manage all aspects of the Front Office Department both in the operational, finance and sales function
  • To create a working environment that supports organizational and brand values
  • To deliver outstanding customer service according to company and brand standards

 

  • Accountabilities

 

  • Department Managers are accountable for managing eight areas which directly impact the companies Key Result Areas

 

  • Managing Customer Service
  • Creating an environment where everyone in the hotel is focused on “walking the extra mile” to deliver outstanding customer service
  • Analyzing Mystery Customer information and communicating to the team
  • Actively seeking verbal feedback from customers on a regular basis
  • Agreeing and implementing actions to make improvements to customer service
  • Positively dealing with and learning from customer complaints and comments as well as communicating all service/auctioned issues to Aura Experience
  • Making sure all customer requests and queries are responded to promptly and effectively according to the ME for YOU policy
  • Manage and control/own the ground floor lobby area and front desk level in all aspects (including aura, guest experience, cleanliness etc)
  • Secure a fast and fluent check in/out process for all individuals, groups, VIP’s etc.
  • In charge of greeting throughout the Concierge

 

 

                          

 

 

 

 

  • Managing Brand Standards
  • To ensure Brand Standards are consistently delivered throughout the department
  • Having detailed knowledge of department Brand Standards
  • Being able to explain the Standards to the team
  • Assessing staff performance against Standard
  • Monitoring Standards through regular Brand Standards Review checks
  • Developing action plans to address shortfalls in Standards
  • Implementing and following through improvements identified

 

  • Managing the Operation
  • To plan, organize and control the day-to-day operation

 

  • Preparing rotas and job schedules for staff to meet business needs
  • Communicating and delegating duties to the team
  • Understanding what’s going on in other departments and implications for your own department
  • Facilitating desk operations and taking action where necessary to ensure smooth running
  • Ensuring shifts are reviewed and handovers and briefings carried out
  • Maintaining in-depth technical knowledge and skills required for the job

 

 

 

 

 

  • Managing the Team
  • To provide and communicate clear direction to the team
  • Communicating aims to the team
  • Representing the needs of the team to others in the hotel
  • Getting members of the team to work co-operatively with others
  • Keeping the team up-to-date about departmental, hotel and company activities through regular communication according to the company S&P

 

 

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  • Managing Sales
  • To seek out and maximize departmental and hotel revenue opportunities

 

  • Being aware of potential highs and lows in the business
  • Creating and implementing sales promotions, up selling and staff incentives as per the company and brand Standards
  • Identifying, communicating and actioning potential sales leads
  • Creating an environment where “everyone sells”

 

  • Specific Job Accountabilities
  • Ensure all enquiries directed to front of house areas are handled in line with hotel/company standards
  • Create and implement departmental incentives in conjunction with Hotel/General Manager in order to generate revenue according to brand Standards and Procedures.
  • Ensure the team is kept fully informed of both hotel/company initiatives and the role they play

 

 

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    6

     
    Managing Financial Performance
  • To manage the financial performance of the department in line with the profit plan
  • Make sure all legal documentation is at hand by the front desk
  • Using key monitors and financial targets to evaluate departmental performance and make future plans
  • Analyzing financial information to assist decision making
  • Forecasting potential revenues and costs
  • Following company control procedures
  • Controlling costs without compromising standards
  • Communicating relevant financial information to the team
  • analyzing and explaining any financial variance against plan
  • Ensure all controls are in place as per Melia Hotels International standards and followed by the team

 

 

  • Specific Job Accountabilities
  • Assist in the production of effective forecast documents
  • Responsible for credit status of all in room guests/groups
  • Responsible for parking and other income budgets
  • Achieve all budgeted ratios within the department

 

 

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    Managing People Development
  • To select, train, coach and develop people to meet current and future needs of the department and the hotel
  • Understanding the quantity and quality of people needed to operate the departments
  • Carrying out selection interviews and making effective recruitment decisions
  • Ensure new recruits have all relevant information before commencing employment
  • Plan and ensure departmental orientation is carried out
  • Ensure Brand Standards Training and assessment is carried out continuously
  • Regularly reviewing individual and team performance against objectives and providing feedback through “walkabouts”, 1:1s and team meetings
  • Developing and implementing department training plans to meet business needs
  • Reviewing and evaluating all training activities
  • Carrying out annual appraisals with all staff
  • Ensure the team satisfaction is evaluated annually and implement improvements as a result

 

 

 

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    Managing Health & Safety
  • To ensure the health, safety and wellbeing of customers and all hotel staff
  • Understanding relevant H&S legislation and the implications on the operation of the department
  • Communicating to the team their responsibilities within H&S
  • Ensuring that safe and healthy working practices are implemented at all times

 

  • Responsible for all tasks assigned by the FOH manager as required
  • To represent the brand spirit, vision and mission
  • To become an ambassador for the Hotel at any time you would be representing the company.

 

 

Personal qualities

 

  • Responsible
  • Innovative
  • Problem solver
  • Able to develop personnel
  • Has an eye for interior design
  • Creative
  • Passionate
  • Leader
  • Influential

 

 

Experience

  • The position requires a minimum of three years experience in hotels in a similar post such as Guest Relations Manager or Public Relations Manager.
  • The candidate must have experience of coordinating a team of eight persons minimum.

 

Knowledge & Personality

These describe the behavior you will need to demonstrate to carry out your job effectively.

  • A courteous & pleasant manner
  • A consistent, composed and controlled approach towards guest and colleagues should be maintained at all times under pressurized situations.
  • The ability to maintain consistently high standards of customer service
  • The ability to promote positive relationships with all guests and colleagues in the hotel and company
  • Leadership qualities in regards to thinking clearly, quickly, and making decisions.
  • Should be creative, innovative and strive for continuous improvement.
  • Enthusiasm & a positive outlook
  • Communication skills
  • A smart, clean & tidy appearance

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Languages

  • English: Mother tongue or 100% fluent
  • Further languages are highly valued

 

 

Requirements of the position

  • Is able to adapt their working schedule according to the demands of the hotel.
  • Able to physically move around the hotel constantly.
  • Organised and able to react quickly, improvising accordingly.