Assistant Front Office Manager
3 months ago
Job DescriptionMonitor front office personnel to ensure guests receive prompt, cordial attention and personal recognitionSupervise the Front Office team to ensure optimum occupancy and average room rate to maximize revenueMonitor Front Office, and particularly Butler personnel, to ensure LCAH members are known, as well as repeat guests and other VIPs receive special attention and recognitionPromote internal Hotel sales and in-house facilities and monitor Front Office Marketing techniques in line with FIT marketing programTo set up the target and drive the team to achieve an upsell program on Villa, Transportation, SPA, and F&BMaintain inter-departmental relationships to ensure seamless customer serviceAssume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintainedSchedule and regularly conduct routine inspections of areas under his/her controlMaintain knowledge of credit policies and procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried outKnow system recovery proceduresInterpret computer reportsCompile statistics for the front office and provide reports relating to that area on the operation of Suite and VillasContinually check the accuracy of guest in-house accountApprove upgrades and special amenitiesMaintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employeesConduct comprehensive monthly departmental meetings to include a review of procedures and events that warrant special handling and detailed informationCommunicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent informationMaintain all procedures and adhere to them within the company guidelines; in particular with emphasis on hotel credit policy.In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authorities that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, Tsunami, etc.Prepares efficient work schedule for Front Office Staff, arranging holidays and vacations, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.Works with Talent and Culture on manpower planning and management needs.Works with Housekeeping and Finance in the preparation and monitoring of the Rooms’ and FO budget and forecast.Maintain good relations with vendors and the local community.
QualificationsRequired Skills:Excellent in communication skills when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Hotel.Good formal writing skillsProficient in the use of Microsoft Office and Property Management SysteProblem solving, reasoning, motivating, organizational and training abilitiesStrong Leadership skills in managing large teams inclusive of both supervisory and staff levelAbility to manage complex relationships with other departmentsQualifications:Bachelor’s degree in Hotel Administration, Business Administration or equivalentExperience:3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.Experience in Ultra Luxury Hotel or Resort is preferredExceptional communication skills in English, verbally or written, other languages are great advantageOrganized, highly motivated and driven to succeed
Additional InformationOur commitment to Diversity & Inclusion:We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
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