The Assistant Manager- Front Office is responsible for assisting in the preparation and updating of the Front Office Departmental Operations Manual, ensuring excellent guest service, and implementing consistent guest recognition programmes.
Requirements
- Assists to prepare and update the Front Office Departmental Operations Manual
- Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically
- Submits all guests/employees incident reports
- Reports and records “Lost and Found” items
- Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times
- Ensures that Front Office employees provide excellent service to internal customers as appropriate
- Personally greets and checks-in VIP and Long Stay guests
- Ensures that all Front Office employees are familiar with the hotel’s products and services, current promotions, policies and other important information
- Assists to implement consistent guest recognition programmes and maintains a relevant guest history database
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
- Personally and frequently verify that guests are receiving the best possible service during check-in and check-out
- Spends time in Front Office areas to ensure that the area is managed well by the respective team and deliver the brand promise
- Maintains positive guest and colleague interactions with good working relationships
- Ensures that guest history records are accurately maintained and all repeat guests are pre-registered
- Co-ordinates VIP movements with relevant Departments as advised
- Assists to maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests
- Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment
- Ensures that hotel, company and local rules, policies and regulations relating to money handling are adhered to, including the timely and accurate reporting of information
- Assists the Front Office Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times
- Ensures the strict control of room keys
- Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP’s in - house and arrivals are strictly adhered to
- Coordinates all Repair and Maintenance and reports maintenance job orders
- Understands rate structure and promotional rates available
- Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented
- Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented
- Ensures that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”,
Benefits
- Health insurance
- Life insurance
- Paid vacation time
- Paid holidays
