What is the job

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As the Assistant Front Office Manager, you'll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You'll also create the warm atmosphere that makes our guests feel at home in any location

Your Day-to-day

People

Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
Ensure your team are properly trained on systems, security and cash handling procedures, and service and quality standards.

Guest Experience

Ensure your front office team delivers a great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies

Financial

Assist in preparing annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on cost management with Front Office Manager
Oversee night audit function and preparation of daily financial reports
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Responsible Business

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
Perform other duties as assigned. May also serve as manager on duty

Accountability

This job is the top Front Office role in a large, luxury, resort or major flagship hotel with extensive facilities and services, a number of outlets, and catering and convention facilities.

What we need from you

Bachelor's degree / higher education qualification / equivalent
2 years of Front Office/Guest Service experience including management experience
Must speak fluent English
Other languages preferred

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.