Assistant Front Office Manager

primary responsibilities:

Works under the guidance of the Director of Rooms/FOM.

Assists in achieving a maximum occupancy and average rate at all time.

Supervises day to day operation.

Ensures a high standard of service given to guests.

Works closely with all departments, especially with Sales and Banquet, and ensures that tours, groups, conventions or cooperate clients are handled properly.

Reviews, maintains and amends systems and procedures within the department.

Assists Rooms & Guest Services Manager in greeting and escorting important or very important guests (VIP).

Supports training programs and trains staff in accordance with company standards and policies.

Monitors guest feedback and informs Rooms & Guest Services Manager or EAM when necessary.

Informs Rooms & Guest Services Manager or EAM of all developments, special occurrences (e.g. accident or theft) and documents the events.

Reports the special occurrences in the logbook.

Handles all emergencies, accidents etc. with security and provides required documentation in logbook.

Ensures that all tasks are completed by the end of the shift.

Ensures that all news Rooms & Guest Services staff understands the hotel and company policies and standards.

Ensures a smooth operation in the Communication Center and in the Business Center.

Works with all pre-set budgetary limits.

Handles guest complaints professionally.

Prepares all reports as required.

Inspects all areas of the operation for cleanliness and security.

Controls the flow of the lobby and the front entrance.

Prepares himself/herself to handle any emergency that may occur in the hotel.

Is familiar with company policies and standards (Rooms & Guest Services policies and emergency procedures).

Performs other duties as assigned by Rooms & Guest Services Manager or EAM.