Assistant Front Office Manager

• Registering hotel arrivals ensuring that all documentation relating to registration is per standard of procedure.
• Communicating all relevant information professionally and accurately with all guests and colleagues.
• Answering the switchboard in a warm and welcoming manner and dealing with all guests' requests/ queries in a polite and attentive manner.
• Taking reservations and administering all reservations, cancellations, and no-shows in line with company policy.
• Assist guests and visitors with special requests including but not limited to; wake up calls, travel arrangement, making reservations and providing information about the local area.
• Dealing with all guests checking out from the hotel handling billing and charges as per standard of procedure.
• Dealing with any complaints or issues in a timely and professional manager escalating any serious matters to a higher member of the management team.
• Liaise with Housekeeping team to ensure rooms are available for check-in communicating any special requests.

Key Responsibilities

1. Guest Services:

• Ensure a warm and professional welcome for all guests.
• Handle guest inquiries, complaints, and feedback promptly and effectively.
• Monitor guest satisfaction and work to resolve any issues that arise.

2. Front Desk Operations:

• Supervise daily front desk operations to ensure efficiency and guest satisfaction.
• Oversee check-in and check-out processes, including reservations and room assignments. Ensure all guest billing and payment procedures are followed accurately.

3. Staff Management:

• Assist in recruiting, training, and scheduling front office staff.
• Monitor and evaluate staff performance, providing feedback and coaching as needed. Foster a positive and collaborative team environment.

4. Coordination and Communication:

• Liaise with other hotel departments to ensure smooth operations and guest satisfaction.
• Communicate effectively with housekeeping, maintenance, and food and beverage departments to address guest needs and preferences.
• Assist in planning and executing special events and promotions.

5. Administrative Duties:

• Assist in the preparation of reports and rota planning for the front office.
• Maintain accurate records of guest information, reservations, and financial transactions.
• Management of guest bills and house accounts in line with Standard Operating Procedures and Company Policies.
• Ensure compliance with hotel policies, procedures, and standards.

6. Problem Solving and Decision Making:

• Identify and resolve operational challenges promptly and efficiently.
• Implement solutions to enhance the guest experience and improve front office operations

7. Safety and Security:

• Ensure the front desk area is safe, clean, and well-organized.
• Monitor and enforce safety and security procedures.