Assistant Front Office Manager

Job Description

1. To assist to oversee the Front Office operations in the absence of the FOM.
2. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
3. Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
4. Reviews guest satisfaction results and other data to identify areas of improvement.
5. Responds to and handles guest problems and complaints.
6. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
7. Develops specific goals and plans to prioritise, organise, and accomplish your work.
8. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.
9. Ensures compliance with all Front Office policies, standards and procedures.
10. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
11. Observes service behaviours of employees and provides feedback to individuals and/or managers.
12. Utilises interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
13. Conducts biweekly meetings with all Front Office personnel and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
14. Manages department controllable expenses to achieve or exceed budgeted goals.
15. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
16. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
17. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
18. Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.