Assistant Front Office Manager

To maintain a high customer service focus by approaching your job with the customers always in mind.

• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

• To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.

• To maintain an environment that promotes flair, creativity and consistency in the quality of customer service delivery and presentation.

• To ensure that all Front Office related polices and guidelines are followed and implemented.

• Staffing and Scheduling of the shift and allocation of duties.

• Implement systems and procedures that achieve higher cost efficiency and guest satisfaction.

• Facilitate learning and development for all the team members of the outlet

• Performance Appraisal/ Management of the staff in the department.

• Maintain the Log Book and effective follow up system, Check the daily arrival list and monitor all VIP movement.

• Ensure that the guest has a pleasant stay by supervision of;

o Room allocation

o Smooth Check In & Check Out

o Special requirements of the guest

• Co-ordinate with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.

• Act as a ‘One Point Contact’ for the guest; constantly interact with guests in order to solicit feedback.

• Prepare reports on Occupancy, Average rates, Reservations etc.

• Monitor daily performance and manage revenue through revenue and yield management techniques.

• Ensure through regular monitoring of SALT and feedback, prompt, efficient and accurate service to all guests.

• Maintain the Guest History System and updating of all the guest profiles.

• Monitor the business of competition hotels in terms of new accounts and rates.

• Ensure that all the operational standards set for all the processes are followed.

• Co-ordinate operations with Concierge, Travel Desk, Guest Services Hotline or any other sub departments, through the guest cycle.

• Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc.) are followed.

• Maintain regular contacts with corporate and individual customers, and build strong relationships with them.

• Ensure that all the statutory requirements for in house guests are met (C–Forms