Front Office Assistant Manager

Descrição da Função

About This Offer: Responsible for ensuring a personalized and exceptional experience for all guests, handling requests with professionalism, attention to detail, and promptness. This role involves overseeing the daily operations of the guest service department, ensuring that guests’ needs are met, providing personalized recommendations, and creating lasting memories for our guests. Key Responsibilities:

• Keeps abreast of newest trends and innovations in the hospitality industry.
• Generally be alert for opportunities to improve the profitability of the department i.e. through controlling wastage and being responsible for the economy of all utilities and resources.
• Strong attention to detail and a passion for providing personalized service.
• Proactive, resourceful, and adaptable with a focus on guest satisfaction.
• Professional demeanour with a positive attitude and the ability to work in a fast-paced, dynamic environment.
• Knowledge of the local area, including attractions, restaurants, and transportation options.
• Promotes discreetly the services and facilities available to guests within the hotel
• Supports the Hotel operations in times of demand.
• Maintains effective communication within the department and ensure that the Front Office Manager is kept well informed of any problems/queries that have arisen.
• Reports any problems/complaints to the Front Office Manager and Duty Manager.
• Attends any department training sessions and/or meetings when required. Daily FO briefing, weekly RDM meeting
• Supervise, mentor, and motivate the guest service team to ensure excellent guest service and teamwork.
• Liaises with other departments to ensure good communication and support.
• Manage and resolve guest complaints and feedback, ensuring effective communication and satisfaction. Report to duty manager and log the glitch
• Provide training and development opportunities to enhance team skills and improve service delivery
• Delegate tasks and responsibilities to team members, ensuring smooth operations during busy periods
• Prepare monthly schedule including drivers. Maintain staffing levels and schedules for the guest service team, ensuring adequate coverage at all times
• Oversee the front office operations, ensuring it is well-stocked, organized, and fully operational.
• Manage administrative tasks, such as maintaining guest records, processing requests, and tracking service quality.
• Monitor guest satisfaction levels and take proactive steps to address areas for improvement.
• Coaches staff to achieve quality KPIs (LQA, GRI, NPS)
• Conduct performance reviews and coffee chats
• Interviews for new hiring for the FO team.
• Develop new programs and ideas to improve the guest satisfaction i.e children program
• Collaborate with the Front Office and other departments to coordinate guest arrivals, special requests, and departures
• Supervise and ensure quality standard on shuttle service
• Verify end of month closing reports such as Amiroad, Bottega Garden, F&B upselling, Commissions
• Assume champion position from the discovery loyalty member program. Train hotel team, manage members requests and complaints, suggest procedures to enhance D$ redeem
• Coordinate and ensures SKYDESK arrivals are done according to procedure
• Creates extra special moments for guest at every opportunity, including recognising and celebrating birthdays, anniversary etc.
• Check in and check out and assist guest at main reception when required.
• Demonstrates an ability to maintain confidentiality and privacy.
• Understands guests’ needs and demonstrate an ability to deal with very demanding guests.
• Is fully conversant with guest internet access (wired and wireless), television systems, and entertainment systems in order to assist with problems.
• Ensures guest preferences and history is well maintained and recorded
• Ensures daily checklists are completed and assist other team members if necessary.
• Assists to produce results through encouraging high achievement within the team. Experience: -Proven experience in similar roles; Skills & Knowledge:
• Fluent in written and spoken English.
• Second language preferred
• PMS skills required
• Calmness under pressure and maintain records in timely and accurate mode.
• Good decision-making, communication, and IT skills.
• Interest in helping and working with customers.
• Should have sound practical judgment of priorities. Localização
• Lisboa, Portugal