Assistant Front Office Manager
I. BASIC PURPOSE / JOB BRIEF:
The Assistant Front Office Manager provides guest services as well as supervision, direction and leadership in Front Office in accordance with the objectives, performance and quality standards established by Okada In the absence of a Front Office Manager, Associate Director of Front Office Operations, Assistant Director of Guest Relations or Executive Director of Hotel Operations, one should act as a bridge between the front and back of house.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Has knowledge of operational system being used in Front Office such as Opera Property Management System, Vision, EDC Machines and other machines/equipment’s being used at the operations
- Establishes and maintains department organization, manning and productivity ensuring a smooth operation based on forecasted occupancy
- Hires the best individual based on the market condition Utilizes and develops communication tools and channels for the dissemination of information and workflow in all sections
- Maintains and enforces all quality standards and procedures from guest’s pre-arrival, to guest’s arrival, during guest’s stay and departure
- Manages the group requirements to ensure that commitments are efficiently delivered.
- Checks and monitors departures and arrivals
- Monitors workflow in the various sections under the Front Office; ensures that all areas are properly covered
- Conducts Rooms Controlling meeting and team briefings, monthly meetings.
- Monitors daily room situations
- Handles guest complaints and service recovery
- Drives upsell revenue
- Prepares, reviews and submit all reports in a timely manner
- Maintains the highest standards of professionalism, ethics and attitude towards all hotel guests and colleagues
- Identifies the training needs of the Front Office team and conducts the training whenever possible
- Performs other tasks that maybe assigned by the Management from time to time
III. JOB SPECIFICATIONS
Educational Requirement:
Diploma or degree in Hospitality Management is preferable
Experience Requirement:
- Minimum of 3-5 years management experience in a Front Office position within a luxury 5 Star International Hotel
- International or local customer relations exposure
Skills and Attributes:
Leadership Skills
- Has effective leadership skills, staff motivation
- Excellent in planning and has good execution skills
- Displays exceptional commitment to improving customer service
- Motivates others to achieve business objectives and common goals
- Provides visible leadership to employees
Technical Skills:
- Understanding of Hotel Property Management System (preferably Opera)
- Computer literate o Has good financial and business acumen
Other Qualifications:
- Skilled in written and spoken English
- Able to work under pressure, on overtime, on flexible shifts including overnight, weekends and holidays on rotation basis
- Service oriented, has initiative, calm and organized o Consistently well-groomed
Assistant Front Office Manager
I. BASIC PURPOSE / JOB BRIEF:
The Assistant Front Office Manager provides guest services as well as supervision, direction and leadership in Front Office in accordance with the objectives, performance and quality standards established by Okada In the absence of a Front Office Manager, Associate Director of Front Office Operations, Assistant Director of Guest Relations or Executive Director of Hotel Operations, one should act as a bridge between the front and back of house.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Has knowledge of operational system being used in Front Office such as Opera Property Management System, Vision, EDC Machines and other machines/equipment’s being used at the operations
- Establishes and maintains department organization, manning and productivity ensuring a smooth operation based on forecasted occupancy
- Hires the best individual based on the market condition Utilizes and develops communication tools and channels for the dissemination of information and workflow in all sections
- Maintains and enforces all quality standards and procedures from guest’s pre-arrival, to guest’s arrival, during guest’s stay and departure
- Manages the group requirements to ensure that commitments are efficiently delivered.
- Checks and monitors departures and arrivals
- Monitors workflow in the various sections under the Front Office; ensures that all areas are properly covered
- Conducts Rooms Controlling meeting and team briefings, monthly meetings.
- Monitors daily room situations
- Handles guest complaints and service recovery
- Drives upsell revenue
- Prepares, reviews and submit all reports in a timely manner
- Maintains the highest standards of professionalism, ethics and attitude towards all hotel guests and colleagues
- Identifies the training needs of the Front Office team and conducts the training whenever possible
- Performs other tasks that maybe assigned by the Management from time to time
III. JOB SPECIFICATIONS
Educational Requirement:
Diploma or degree in Hospitality Management is preferable
Experience Requirement:
- Minimum of 3-5 years management experience in a Front Office position within a luxury 5 Star International Hotel
- International or local customer relations exposure
Skills and Attributes:
Leadership Skills
- Has effective leadership skills, staff motivation
- Excellent in planning and has good execution skills
- Displays exceptional commitment to improving customer service
- Motivates others to achieve business objectives and common goals
- Provides visible leadership to employees
Technical Skills:
- Understanding of Hotel Property Management System (preferably Opera)
- Computer literate o Has good financial and business acumen
Other Qualifications:
- Skilled in written and spoken English
- Able to work under pressure, on overtime, on flexible shifts including overnight, weekends and holidays on rotation basis
- Service oriented, has initiative, calm and organized o Consistently well-groomed