What are the responsibilities and job description for the Assistant Front Office Manager position at Highgate?
Overview
The Assistant Front Office Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities
- Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc.
- Assist daily in the guest reception.
- Responds daily all social media feedback, follow up with guest as well as internally.
- Communicates effectively and genuinely with guests, team members and other departments.
- Assists and often leads guest service training initiatives within the front office department
- Maintains a friendly and caring demeanor at all times in a fast paced environment.
- Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.
- Demonstrates team work by co-operating and assisting colleagues as needed.
- Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals
- Maintains and updates all guest profiles
- Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests
- Works with all new hires for FD training.
- Interviews, hire and train guest services agents
- Becomes informed of events / functions in the hotel during shifts.
- Maintains a house bank and keeps an accurate report of daily receipts and deposits.
- Is able to work with and understand basic financial data and information.
- Is able to find guest centric solutions
- Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction.
- Is able to take or assist with reservations.
- Is able to assist at PBX.
- Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests.
- Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive.
- Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
- Maintains a good relationship with repeat guests and their special requests.
- Is able to supervise a shift when needed.
- Works closely with Sales and their VIP Clients.
- Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel.
- Has knowledge of and assists in all emergency procedures as required.
- Attends all mandatory meetings and training classes.
- Has knowledge of the names, titles and positions of key people within the hotel.
- Has knowledge of the hotel’s surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc.
- Completes all checklists as assigned.
Qualifications
