Assistant Manager, Front Office

Assistant Manager, Front Office

(15868)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

JOB SUMMARY

To provide prompt, efficient, and responsive service to all resort guests, to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. Being the first point of contact with guests, to always create an unforgettable first impression and project a favorable image of the resort. Act as a direct liaison of the resort management attending regular resort functions and activities. Responsible for all systems and procedures connected with the Front Desk, check-in, Check Out, Resort Information, Guest Transfers, Guest Relations, Excursions, Cashiering, Night Reception Functions, Luggage Handling, and other allied Front Office functions. Will always project an image of courteousness and hospitality while handling guests. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service.

KEY DUTIES AND RESPONSIBILITIES

Manage the staff at Front Office. Manage required training, conduct performance evaluations, and discipline staff when needed.

Coordinate arrivals, departures, and in-depth knowledge of Opera with billing details.

Able to deal with villa assignments: Ensures that villa assignments are looked at with detail attention ensuring that preferences, special requests, likes, and dislikes are maximized to create the highest level of personalized services. Able to find a solution for guests upon arrival.

Ensure that all financial and credit procedures are followed. Follow up on credit issues with the Front Office Manager/Credit Manager. Review all paid-outs, rebates, petty cash disbursements, and direct billings.

Act in all matters related to the safety, security, satisfaction, and well-being of the hotel and employees when senior managers are not available. Respond swiftly and effectively in any hotel emergency or safety situation.

Resolve guests’ complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, assisting customers in all inquiries in connection with hotel services, hours of operations, key personnel, in house events, directions, etc. Responds to all guests’ requests in an accurate and timely manner, Interaction with guests will be in person and by phone.

Drive the resort VIP/Loyalty program and ensure constant communication with VIP guests.

Understands and actively participates in resorts' special functions and Festivities to ensure maximum guest experience.

Work harmoniously and professionally with co-workers and team leaders.

Assists with responsibilities and duties in the absence of the Manager Front Office or due to heavy volume in the areas of communication, reservations, and lobby coverage.

Train the entire Front office team and team leaders in the performance of their duties.

Communicate and work closely with other managers in the resort to ensure follow-up on any special problems, guest requests, etc.

Inspect guest villas for VIP arrivals and tour the hotel during each shift, completing maintenance requests as needed.

Act in the absence of senior managers and EXCOM in all matters concerning the safety, security, and well-being of hotel guests, patrons, and colleagues.

Perform any other tasks or special projects assigned by the hotel management and staff.

Able to conduct daily/ monthly team meetings with all Front Office team members, detailing arrivals, and other important information pertinent to the running of the day. Ensures that a seamless handover of all information occurs.

Ensure proper scheduling of team members, therefore during busy periods there is enough coverage in all areas to cover busier times.

Work with all resort departments primarily Housekeeping & and VIP service to ensure that all guest requests made before arrival are being communicated to the Host for follow-up.

Detail all the guest's log entries that occur and liaise with the guests to ensure proper follow-up. The log database and the manager’s log must be with all the relevant information. Ensure that the guest information records are logged in Opera/ SAGA effectively.

Perform yacht/ speed boat inspections regularly and ensure that all the yachts/ speed boats are fully up to One&Only standards with all the amenities readily available welcome beverages, refresher towels, sea sickness bands, and guest amenities (apples, sweets, newspapers, magazines, reference books, additional refreshments, spa amenities, and One&Only collateral) is maintained, presented, and always displayed neatly and professionally.

Point contact to coordinate all outside guest requests from other resorts for day visits, show around and dining request, etc.

Deal efficiently and effectively with third-party arrangements and ensure that the payment process is followed based on the billing instructions.

To perform all other jobs related to your scope of work, as requested by your superiors or other Managers

SKILL EXPERIENCE & EDUCATIONAL REQUIREMENT

Guest Driven

Team player

Flawless Communicator

Passionate

Well Organized

Luxury Service

Detail Oriented

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.