JD Assistant Front Office Manager
Job Title Assistant Front Office Manager
Job Type Full-time
Location NEW HOTEL
Description


Position: ASSISTANT FRONT OFFICE MANAGER

Reports to: Front Office Manager

Department: Front Office


SUMMARY:

To lead the Front Office department, in order to provide the highest level of comfort and hospitality to all guests. Achieve total guest satisfaction by providing service, which is the best in class, and maximize organizational profitability through effective utilization of all resources.

RESPONSIBILITIES:

1. To maintain a high customer service focus by approaching your job with the customers always in mind.
2. To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
3. To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
4. To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
5. To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
6. To maintain an environment that promotes flair, creativity and consistency in the quality of service delivery and presentation.
7. To ensure that all Front Office related polices and guidelines are followed and implemented.

Managerial
1. Forecast trends in occupancy, budget for room sales, average rate and other revenue.
2. Develop and implement strategies to achieve a larger market share and attract new segments.
3. Create a work environment that is high in employee morale and provides constant learning & development and use the feedback from Employee satisfaction survey to draw an action plan.
4. Develop systems and procedures that achieve higher cost efficiency and guest satisfaction.
5. Recruitment and Performance Appraisal/ Management of the staff in the department.
6. Develop & Implement the departmental annual plan, linking the objectives to the units overall strategy.

Operational
1. Develop and implement strategies for optimization of sale of rooms inventory and maximization of Average room rate.
2. Monitor daily performance and manage revenue through Revenue and Yield management techniques.
3. Ensure through regular monitoring of SALT and constant guest feedback, prompt, efficient and accurate service to all guests.
4. Manage the Guest History System and effectively use the guest profiles, OnQ etc.
5. Review the daily/monthly business reports and analyze market and occupancy trends.
6. Monitor the business of competition hotels in terms of new accounts and rates.
7. Ensure that all the operational standards set for all the equipments & processes are followed.
8. Work in association with the Housekeeping Manager for effective rooms’ management.
9. Work closely with the Sales and Marketing department in the area of promotions, special packages, corporate discounts, new accounts etc.
10. Develop departmental trainers in association with the training department & oversee all the training activities within the department.
11. Maintain regular contacts with corporate and individual customers, and build strong relationships with them.
12. Stay informed about local, national and international best practices/trends in accommodations management.
13. Identify key communities, plan various initiatives and co-ordinate the support activities

Commercial Responsibilities

1. Interacts with individuals outside the hotel including, but not limited to, clients, suppliers, government officials, competitors & other members of the local community.
2. Attends to specific guest’s needs and requirements.
3. Plays an active role in promotions, advertising and marketing as required.

Human Responsibilities

1. Interviews, hires and provides effectively on the job training for FO team members.
2. Coaches and counsels team members, maintaining discipline amongst the team.
3. Identifies training needs, develops and implements an effective training plan for all team members.
4. Conducts on-the-job training sessions for FO personnel on a regular basis.
5. Conducts objective evaluation for FO management and supervisory team members

Knowledge/Skill
1. Thorough knowledge of Accommodation management, Revenue management, GDS and other reservation systems.
2. Basics of Accounting and Financial Management.
3. Working knowledge of MS Office, Micros and OnQ.
4. Room Pricing & Selling techniques.
5. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
6. Customer Orientation.