Assistant Front Office Manager FS

Title:

Duty Manager

Department:

Front Office

Reports To:

Front Office Manager

Effective Date:

Purpose:

To manage
assigned shifts for the Front Office and related departments by running the
day-to-day operations and create an environment that is positive, supportive
and team orientated.

CONSTITUENTS

§  Guests

§  Employees

§  Hotel Owners

§  Management
Team

INDICATORS OF SUCCESS

§ 
Financial (GOP, Rev Par, RSI and Department
Budget)

§ 
Customer Satisfaction & loyalty goals
(complaints per thousand, comment cards, annual quality review)

§ 
Achievement of employee engagement survey and
retention goals for department

AREAS OF RESPONSIBILITY

Participates
in the development and implementation of strategies Front Office and Concierge
that support achievement of the hotel's goals

Manages
the operation of the front office and related areas during assigned shifts

§  Creates the first impression by supervising the door, concierge and
front office areas

§  Participates in the development and implementation of processes and
procedures for assigned departments which support achievement of service and
financial goals

§  Participates in the preparation of the annual budget; monitors
achievement of budget and takes corrective steps as appropriate

§  Prepares and analyses reports in order to develop an informative
database for decision making and to communicate upcoming business throughout
the hotel

§  Analyses business forecasts and schedules accordingly

§  Ensures that front desk handles billing and cash in accordance with
hotel's standards

§  Plans and co-ordinates hotel housing activities by working closely with
sales, catering, housekeeping and other departments

§  Ensures seamless transition during shift changes by developing and
implementing processes for shifts to communicate with one another

§  Greets all arriving VIP's, is visible and in contact with guests in a
public relations capacity. Logs any points of concern and promptly
resolves/actions requests of guest as a "First Effort" priority. Follow up
call(s) are to be made to ensure the guests expectations are met and exceeded.

§  Assists in all administrative and statistical analysis of department
operations

Provides
employees with the information needed to perform their job effectively

§  Orients
employees to the department and hotel and provides on-the-job training on job
responsibilities

§  Prioritises
and assigns work

§  Provides
feedback to the employee and department manager on the employee's performance
of job responsibilities

§  Utilises
leadership skills and motivation techniques in order to maximise employee
productivity and satisfaction of direct reports

§  Performs all
Human Resources related functions within the Front Office Department, including
recruitment and selection, performance management, training and counselling

Creates 100%
guest satisfaction by providing the Yes I Can experience through performance
that demonstrates the standards of, genuine hospitality and exceeding guest
expectations

§  Gives
personal attention, takes personal responsibility and uses teamwork when
providing guest service

§  Listens,
apologizes with empathy, finds a solution and follows through when resolving
guest problems

§  Provides Yes
I Can genuine hospitality and teamwork on an ongoing basis

§  Assumes the
responsibility to notice when the guest is not satisfied and uses their best
judgment as to when it is appropriate to use the 100% Guest Satisfaction

§  Performs
other duties required to provide the service brand behavior and genuine
hospitality

Adheres to
hotel policies and procedures

§  Ability to
manage all emergencies, guest and employee accidents and act appropriately to
achieve a satisfactory outcome

§  Keeps
Manager promptly and fully informed of all problems or unusual matters of
significance

§  Performs all
duties and responsibilities in a timely and efficient manner in accordance with
established company policies and procedures to achieve the overall objectives
of this position

§  Maintains a
favourable working relationship with all other hotel employees to foster and
promote a co-operative and harmonious working environment

§  At all times
projects a favourable image of the Hotel to the public

REQUIREMENTS

§  Minimum one-year
front office experience

§  High school
diploma required, bachelor's degree preferred

§  Strong
computer systems skills including; reservations and reporting systems

§  Strong
financial acumen

§  Excellent
communication skills, ability to influence situations

§  Able to
collaborate effectively with other hotel employees and managers to ensure
teamwork

§  Strong
Microsoft Office suite and reporting system skills

§  Ability to
work a flexible schedule