Assistant Front Office Manager

Main duties and responsibilities

• Supervise accurate and efficient Front Desk operations including check in/out procedures

• Support Team Members in handling guest requests and enquires to ensure a positive outcome

• Ensure the Front Desk Manager is fully aware of any relevant feedback from guests and/or other departments

• Ensure a consistent, high level of customer service

• Brief your team on any events or VIP guests in the hotel that day

• Drive sales revenues and promote hotel services and facilities for up-selling opportunities

• Understand and apply correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy

• Monitor the appearance, standards and performance of the Front Desk Team with an emphasis on training and teamwork

• Ensure Team Members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties

• Demonstrate positive leadership characteristics to inspire Team Members to meet and exceed standards

• Act in accordance with the front of house equipment and the property management systems

• Conduct training programs on an ongoing basis

• Carry out shift handovers and brief team members as required

• Follow company brand standards

• Assist other departments, as necessary, and maintain good working relationships with hotel team members

• Familiarise yourself with our Core Values TITANIC which link to the desired behaviours that we expect all our employees to display

• To show willingness to take on additional responsibilities when necessary.

• To have a thorough knowledge of and adherence to the law with regard to the following company regulations

  • Fire regulations and procedures

  • Health and safety regulations

  • First aid procedures

• To ensure that the company dress code & Grooming policy is adhered to at all times.

• To undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of your Supervisor/Line Manager.

  To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales

• Provide a hospitable service to the standards laid down in our Training Standards Manual

• Whenever possible to anticipate guest needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner

• To be fully conversant and able to operate the hotel’s front office systems

• To ensure that all charges are correctly posted to the guests’ bills following the standard procedures

• To be aware of the hotel availability and that every opportunity to maximise room sales is taken

• To deal with cash, cheque and credit/debit card transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately

• To make sure the cash float handed over is checked and correct

• To ensure that all messages received for guests are passed on accurately and as quickly as possible

• Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained

• To operate the hotel switchboard and deal with all internal and external calls, according to procedure

• To ensure the security of any safety deposits, guests’ property, and lost property following security procedures as outlined in the Standards Training Manual

• To ensure the Front Desk Manager is advised of low stocks of stationary to reorder

• To develop and maintain good working relationships with all departments in the hotel

• To attend all relevant training as and when required

• Familiarise yourself with our Core Values TITANIC which link to the desired behaviours that we expect all our employees to display

• To show willingness to take on additional responsibilities when necessary.

• To have a thorough knowledge of and adherence to the law about the following company regulations

  • Fire regulations and procedures

  • Health and safety regulations

  • First aid procedures

    To ensure that the company dress code is always adhered to

  • To undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of your Supervisor/Line Manager