Assistant Front Office Manager

Key Relationships 

Maintain inter-departmental relationships to ensure seamless customer service.

Key Responsibilities

• Assists the Front Office Manager in all aspects of their duties.
• Assist Front Office Manager in execution of the management of staff. 
• Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Monitor Front Office and particularly Guest Relations personnel, to ensure IHG members, known repeat guests and other VIPs receive special attention and recognition.
• Control the availability of rooms, room types, accuracy of room counts and rate categories.
• Maximize occupancy, revenue and average rate while maintaining high service standards.
• Liaise with Housekeeping Department to ensure room image is maintained and the "Room Ready on Arrival" policy is adhered to.
• Turn away guests if occupancies deem it necessary ensuring no good-will is lost.
• Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met.
• Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• Know system recovery procedures.
• Interpret computer reports.
• Compile statistics for front office and provide reports relating to that area.
• Continually check the accuracy of room count.
• Approve upgrades and special amenities in absence of manager
• Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival.
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
• Provide input for Front Office Departmental Meetings and deputizes in cases of absence.
• Promote Inter-hotel sales and in house facilities.

Financial Management

• Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure.
• On an ongoing basis, control and analyze departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results. 

Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements

People Management

• Work within the company's Human Resource Management System to ensure the departmental performance of staff is productive. Duties include assisting your Line Manager to:
• Plan for future staffing needs 
• Recruit in line with company guidelines 
• Prepare detailed induction programs for new staff.
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation.
• Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs.
• Actively work at developing your staff and identify high potentials. 
• Maintain training records for all direct reports and ensure they do the same for their staff. 
• Conduct probation and formal performance appraisal in line with company guidelines
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance
• Approve leave requests after considering peaks and troughs in the business. 
• Regularly communicate with staff to maintain good relations.

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including:
  • Being attentive to Guests 
  • Accurately and promptly fulfilling Guests requests
  • Anticipate Guests needs
  • Maintain a high level of knowledge which affects the Guest experience
  • Demonstrating a 'service' attitude 
  • Taking appropriate action to resolve guest complaints.

Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.