Hotel Assistant Manager

Roles and responsibilities

Have a thorough knowledge of the Front Office systems, such as Opera, Web Checkin, Key etc.
Understands and is able to perform all duties of the Front Office, Guest Services and Concierge Agents as well as Manager on Duty.
Reviews daily arrivals and departure to ensure proper handling of VIP and return guests, groups etc and escorts them to and/or from their rooms effectively.
Together for the FO supervisors, reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities. Coordinates arrivals, departures and billing requirements. 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.
Liaise with the team on all group arrivals to ensure the rooming lists, accounting instructions and special requests are adhered to.
Communicates closely with the Night Manager and other Assistant Managers to ensure follow up on special guests, glitches etc. keeping FOM/FDM well informed as to problems and actions taken, using the Glitch Database and other communications (verbal and written).
Guest follow ups and glitches to be handled according to Hotel’s empowerment guidelines.
Ensures adherence to all credit procedures in the Front Office, reviews high balance reports and follows up on credit problems/queries with Accounting and Front Office Manager.
Covers all Night Manager’s duties when and if needed.
Has a good understanding of how the hotel system work, and is able to provide the basic trouble-shooting support for in-room services such as Internet, games and Web Service.
Be fully familiar with the fire panel operation and the Duty Manager’s role as controller in an alarm situation
Motivates and provides a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates and manager, keeping morale high
Handles any guests’ issues or complaints in an understanding and hospitable manner, ensures they are resolved and followed through in the most appropriate and best manner
Be able to read the guests and sense the guest needs, adapt the service style accordingly
Actively lobby host and act as a role model for the team
At all times strives to represent Four Seasons Astir Palace Athens in most professional, courteous and efficient manner
Assists with managing the performance of the Front Office team to ensure the team delivers the highest quality and Four Seasons brand service standards to consistently meet and exceed all guest expectations
Communicates all new policies and procedures to all associates
Continuously strives for new thoughts and ideas to improve and strengthen the Front Office team, up-date procedures and implement them
During the absence of the HOD, monitors associates appearance on a daily basis, ensures the correct dress code is adhered to, to maintain our professional image
Always uses the correct standard and etiquette when answering the telephone
Works together with the FOM/FDM with regards to VIP’s and any special procedures which may be necessary
Works closely with other department heads and deputies in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests
Is responsive to associates needs and problems; is firm, fair and consistent in dealing with challenges
Attends training sessions both internal and external
Constantly keeps the FOM/FDM updated on the performance of the Front Office team
Spot checks the Front Office Team’s performance to ensure the Four Seasons’ brand standards are being adhered to
Ensures the number of open folios is kept minimum, liaise with related departments to resolve them in due course, maintains a good tracking record of all ongoing cases
Monitors and updates to open folio & PM excel sheet
Strives to achieve upselling goals by leading by example, providing training and motivating the team
Coordinates with FO supervisors room assignments & monitor Out of Order and Out of Service rooms regularly
Promotes the hotels facilities effectively
Takes an active role in the preparation of Reviews/Appraisals with the FOM/FDM
Understands the structure and standards to ensure a smooth operation between Front Office, Concierge, In Room Dinning Butlers, Accounts and Housekeeping
Leads the daily handovers – contributing and communicating relevant issues.
Conducts the morning meeting in the absence of FOM/FDM
Responds to all guest requests in a prompt and courteous manner
Assists the FOM/FDM to organize monthly departmental meetings
Attends training sessions both internal and external
Has a good knowledge of the emergency duties and responsibilities
Reports all disciplinary and grievance matters immediately to FOM
Spot checks associates on LQA standards on a weekly basis

Desired candidate profile

College degree qualified in Hospitality Management preferred.
A minimum of three years hotel Rooms Division experience rooms, including at least one to two years in an leadership position.
Excellent personal presentation and interpersonal skills, good problem-solving ability and proficient in Hotel property management systems, in particular Opera.
Fluent in reading, writing and spoken both English & Arabic language skills.
Strong supervisory and managerial skills are essential, with outstanding demonstrated coaching and development skills.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Talk with and listen to other employees to effectively exchange information.
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Provide assistance to coworkers, ensuring they understand their tasks.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).