Assistant Front Office Manager

Job Description

Job description / Role

Job Description
– Manages the staff at the Reception, Communications, Concierge. Conducts Performance evaluations and disciplines staff when needed, provides feedback to employees based on observation of service behaviours.
– To respect schedules, terms and deadlines as agreed with the Management.
– To check that all team members are aware of the outlet timings and promote the internal activities and events.
– Coordinates arrivals, departures and billing requirements with Sales and Marketing and Reservations Department. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
– Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers' work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
– Takes action in all things related to the safety, security, satisfaction and well-being of hotel guests and Heartists when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.
– Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner.
– Checks guests in and out in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction

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