Assistant Front Office Manager

Job Summary

To assist the Front Office Manager in the efficient running of the Front Office department by understanding the running of the Front Desk, Guest Service Centre, Concierge Desk, Guest Relations and Nights. To assume responsibility for the Front Office and Nights team in the absence of the Front Office Manager. To be a role model for the team and hold associates to high levels of service.

Be passionate and driven to motivate the team and achieve our goals.

To manage and operate the reception/nights team on a daily basis and to achieve the highest standards of guest satisfaction. Drive for results and focus on achieving the Front Office departmental all green Balanced Score Card, in order to help the hotel achieve its targets and the company to achieve its vision.

• 1 year supervisory minimum in similar size hotel
• Hotel Front Office (or similar) experience essential
• To hold a recognized business qualification, (NVQ BTEC) preferable

• Knowledge of overall hotel operations as they affect department
• Strong organization skills
• Decisive & strong character
• Self starter, motivated & takes initiative
• Holds yourself accountable as well as the team
• Effective decision making skills
• Ability to liaise with all levels of the organization
• Strong PC and keyboard skills with knowledge of Opera, Marsha, Givex, Microsoft Word, Excel and Powerpoint
• Strong communication skills (verbal, listening, writing)
• Pro‑active and reliable
• Able to work alone and within a team
• Customer focused
• Effective influence skills
• Strong problem‑solving skills

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust, respect, and cooperation among team members.

Supervises and manages employees. Managing all day‑to‑day operations. Understanding employee positions well enough to perform duties in employees' absence. Performs all jobs within the Front Desk, Switchboard, Concierge & Guest Service/Duty Management as necessary.

Ensures employee recognition is taking place on all shifts. To promote the importance of teamwork, reward and recognition & team development in order to provide high standards of customer service Establishes and maintains open, collaborative relationships with employees.

Ensuring that daily duties are successfully achieved through coordinating the Reception team.

Manages day‑to‑day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Collaborates with the Front Office Manager on ways to continually improve departmental service.

Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Set goals and measurable targets during Performance reviews/CDR's and 1-2-ls. Ensure associate performance is managed effectively.

Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Conducts hourly associate performance appraisals according to Standard Operating Procedures.

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Disp…