Assistant Front Office Manager

Roles and responsibilities

Guest Services and Satisfaction

• Guest Check-in and Check-out: Assist with guest check-in and check-out procedures, ensuring that the process is smooth, welcoming, and efficient.
• Guest Requests: Handle guest inquiries and special requests promptly and professionally, ensuring that all needs are met or escalated when necessary.
• Guest Complaints: Resolve guest complaints and concerns in a timely manner, maintaining a positive guest experience and ensuring satisfaction.
• Concierge Services: Oversee or assist with concierge services, helping guests with directions, local recommendations, restaurant bookings, and other arrangements.
• Personalized Service: Ensure guests receive personalized service, remembering frequent guests’ preferences and ensuring they are treated with attention and care.

Team Leadership and Staff Management

• Supervise Front Desk Team: Assist the Front Office Manager in managing the front desk team, including receptionists, concierge staff, bellhops, and other front office personnel.
• Training and Development: Help train new staff and provide ongoing coaching for team members on customer service, hotel policies, and procedures.
• Scheduling and Shift Management: Assist in scheduling staff shifts, ensuring the front desk is always adequately staffed during peak hours.
• Motivating the Team: Foster a positive and professional work environment by encouraging teamwork, boosting morale, and ensuring high levels of employee performance.

Operational Efficiency

• Front Desk Operations: Help manage the day-to-day operations of the front desk, ensuring efficient check-in/check-out procedures and quick response times for phone calls and guest requests.
• Room Assignments: Oversee room assignments, making sure that guests are assigned the right rooms according to their booking preferences or special requests.
• Guest Data Management: Ensure the accurate recording of guest information, including personal details, payment, and billing information, in the hotel’s property management system (PMS).
• Billing and Payments: Assist guests with billing inquiries, process payments, and handle cash or credit card transactions.
• Communication: Ensure effective communication between the front office and other departments, such as housekeeping, maintenance, and food & beverage, to address guest requests and issues promptly.

Administrative Duties

• Reports and Documentation: Assist in preparing reports, such as occupancy reports, revenue reports, and guest feedback analysis. Document and track incidents, guest preferences, and special requests for future reference.
• Inventory Management: Monitor front desk supplies, such as brochures, guest information, stationary, and uniforms, ensuring stock is sufficient.
• Compliance: Ensure that front office operations adhere to hotel policies, procedures, and legal requirements, including safety regulations, data protection, and guest privacy.
• Assist in Budgeting: Support the Front Office Manager in preparing and managing the budget for front office operations, focusing on cost control and efficient use of resources.

Desired candidate profile

Sales and Revenue Management

• Promote Hotel Services: Assist in promoting hotel services and amenities to guests, including offering upgrades, packages, or additional services such as spa treatments, dining, or tours.
• Upselling and Cross-Selling: Work with the sales team to identify opportunities for upselling rooms, events, or additional services to guests.
• Monitor Occupancy and Revenue: Help analyze hotel occupancy levels and revenue, ensuring optimal room pricing and availability to maximize revenue.
• Reservations Management: Oversee or assist with managing reservations, ensuring accuracy and proper handling of group bookings, special requests, and cancellations.

Health and Safety Compliance

• Security: Ensure front office staff follow hotel security protocols, including guest identification, key control, and emergency response procedures.
• Safety Standards: Enforce adherence to health and safety standards, especially regarding guest check-in, the handling of guest belongings, and emergency evacuation procedures.

4. Key Skills and Competencies

Leadership and Management

• Team Management: Ability to supervise, train, and motivate a team of front desk associates to deliver excellent service.
• Conflict Resolution: Strong problem-solving skills to handle guest complaints and resolve conflicts efficiently.
• Multitasking: Ability to manage multiple tasks simultaneously, especially during busy check-in/check-out periods.

Customer Service

• Guest-Centric Mindset: Ability to put guest satisfaction first, ensuring that every guest has a positive experience throughout their stay.
• Communication: Strong verbal and written communication skills, with the ability to interact with a diverse range of guests and staff members professionally.