IBIS City Centre - Assistant Front Office Manager

Your day to day

People

• Assist FO Manager to manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance

• Educate and train team members in compliance with local laws and health & safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties safely

• Ensure your team are properly trained on systems, security, service and quality standards

• Arrange key F&B duties training for reception team allows smooth running of shifts

• Recommend or initiate any HR elated actions where needed.

Financial

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management

• Monitor all financial function in Front Office Department and preparation of daily financial reports

• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

• Promote hotel F&B offerings from reception.

Guest Experience

• Ensure your front office team delivers a great service, professional attention and personal recognition

• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction

• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

• Train team members on PMS procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel

• Perform other duties as assigned. May also serve as Manager on duty

• This job is the 2nd highest position in the Front Office department reporting into the Front Office Manager and General Manager of the hotel

• Hours of work will include nights, weekends and bank holidays

• Will act as Duty Manager in the hotel as and when required

How do I deliver this?

"Heartist Transforming" - Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.

AccorHotels sees a “Heartist” in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:

• Make guests feel welcome

• Make guests feel heart-warmed

• Make guests feel incredible

• Make guests feel like they belong.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.