Assistant Front Office Manager

Job Description

Assistant Front Office Manager

  • The Assistant Front Office Manager reports to the Front Office Manager and is accountable to him/her
    for the successful performance of the Front Office Department
  • Create and sustain a work environment that embraces the company vision, mission and values and
    ensures fair, equitable treatment of all staff
  • Focus on the brand essence – “A good night’s sleep means a good day’s work” in a Zero Harm
    environment through the (as yet to be defined) guest centric touch points
  • Knowledgeable in the provisions and obligations of the Campus Operations Contract and related
    EDF/NNB Guidance documents
  • Practiced in front office operations and procedures; manages the department and sub-contractors in
    accordance with the various agreements
  • Manages the deployment and operation of a team of highly trained, friendly Front Office staff such that
    guests are consistently satisfied with the Front Office service
  • Ensures that all team members are knowledgeable as to the requirements of the relevant S.O.Ps
    (Standard Operating Procedures), providing support to colleagues to maintain the defined standards
  • Helps Team Managers and Team Leaders maintain the defined standards. Works with colleagues at all
    levels to deliver a consistent level of quality service
  • Practiced in customer and employee relations, contributing to the successful running of the Campus,
    and the satisfaction of those who work in it, consistent with that success
  • Working with colleagues at all levels to deliver a consistent level of quality service

Qualifications for the job

  • At least two years’ experience in the same role
  • Expertise in running a similar facility
  • Must be a graduate of a hospitality or business course or its equivalent
  • Must be an inspiring leader
  • Must be strategic in his/her over-all approach
  • Must be an intuitive communicator
  • Must be an enabler
  • Must always be able to say, ‘the buck stops at my desk’
  • Excellent communication skills

Your entitlements

Competitive Salary and benefits
You will belong to Job Level – to be defined
Your compensation and benefits are embodied in your employment contract

Position summary

The Assistant Front Office Manager shares full responsibility with the Front Office Manager for maximising the
long- term operating performance of the HOST campus.

Duties & responsibilities

Upon your appointment, your immediate responsibility will be to ensure a smooth transition from the pre-
opening phase to the scheduled day of opening.

As Assistant Front Office Manager, your responsibilities will be as follows:

  •  Jointly accountable for implementing the business strategies and hotel initiatives throughout all
    aspects of the Front Office Department
  • Assist the Front Office Manager with the following:
    • The review of the Organizational Structure and Manning Levels
    • The approved ‘pre-opening budget’ for your department accordingly
    • The ‘pre-opening critical path’
    • The planning and implementation of all the pre-opening requirements for the Front Office
      Department e.g. FF&E and OS&E
    • The oversight and liaison with the IT sub-contractor/s
    • The oversight and monitoring, evaluating and adjusting all the scheduled handovers from the
      development team to the hotel team, including all FF&E installations for your department
    • The pre-opening training plan for all staff in cooperation with the Human Resources
      Department
  • Assist in the over-all management of HOST campus Front Office Department which includes the
    following Sections: Front Desk and Reservations
  • Establish standards and procedures for all these sections
  • Maximize room revenue through revenue management, closely working with the Front Office
    Manager, Reservations Manager, Revenue Manager and the Sales & Marketing Manager
  • Supervise guest arrivals and departures together with the front desk clerks and duty managers
  • Maintain a high profile in the day to day front office operations
  • Ensure that the pricing policy and internal audit procedures are duly applied
  • Supervise the management of debtors, group and individual guest invoicing and cash operations
  • Makes sure that HOSTs pricing policy and sales pitches are duly applied in order to optimize REVPAR
    (Revenue Per Available Room)
  • Prepare all revenue reports and prepare room revenue and occupancy forecast
  • Produce measurable efficiencies through optimal use of labour and resources, energy conservation
    policies, cost control
  • Ensure effective and measurable environmental initiatives across the Front Office Department
  • Handle and resolve guest complaints proactively and in a timely manner.
  • Conduct regular inventories of front office supplies and equipment and maintain standard par levels
    at all times
  • Conduct regular audits of your department to ensure all procedures are being followed correctly
    and standards are being adhered to
  • Conduct physical inspections of all areas of the Front Office to evaluate the condition relative to
    health, safety, risk management, asset preservation, customer service, and company standards
  • Demonstrate key drivers of guests’ satisfaction. Make balanced decisions based on what is best for
    the customer, right for the business and supportive to all staff
  • Participate in the reviews by the ManCom of guest satisfaction results and other data to identify
    areas for improvement
  • Facilitate the growth and career development of his respective staff
  • Oversee the development and management of the annual operating budget including capital
    expenditure to exceed budget expectations
  • Recommend revenue-enhancing capital improvements and capital programs for expense
    reduction
  • Focus on building revenue by developing and executing all revenue stream possibilities
  • Maintain a thorough understanding of HOSTs market positioning using competitive resources,
    adjusting strategy accordingly
  • Perform any other executive task as required by the Front Office Manager / Operations Director

Key Result Areas and Common Standards of Performance for all managers in the following areas:

  • Financial
  • Asset Control
  • Legal Compliance
  • Sub-Contractors
  • Staff Records Development & Training
  • Team Briefing
  • Innovation & Creativity
  • Health & Safety
  • Quality Control
  • Environment
  • Care of the Property
  • Management Team Contributions/meetings
  • Record keeping
  • Walk the Job
  • Assigned Projects
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