ASST FOM DUTIES AND RESPONSIBILITIES:

• Customer Satisfaction (Guest Feedback, Social Media Review).

• Financial Performance (Up selling, Room Revenue, Operation Auditing).

• Showing Initiative, Problem Solving, Staff Training, Team Leading.

• Manages and motivates the Front Office team in order to provide a high standard of service for customers.

• Welcomes guests and fosters customer loyalty through his/her friendly manner.

• Develops high quality relationships with guests throughout their stay. 

• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.

• Oversee and supervises guest arrivals and departures with the front office executive and duty managers.

• Provide high level of customer service and maintain a high profile in the day to day front office operations.

• Ensure that personalized service is offered to each and every guest.

• Ensures that the pricing policy and internal audit procedures are duly applied. 

• Supervises the management of debtors, group and individual guest invoicing and cash operations. 

• Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.

• Prepare monthly and daily revenue report and circulate to all HOD's.

• Prepare Room revenue and occupancy forecast take action on rate strategies.

• Is involved in recruitment of new team members for front office.

• Integrates and trains employees, providing support for skills development.

• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.

• Ensures that the workplace remains clean and tidy

• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR 

• Have a good knowledge of all systems and standard operating procedures of front office.

• Ensures that guest documentation and information is available and up-to-date.

PREREQUISITES:

Well developed communication and customer relations skills. Highly organized, results-oriented with the ability to be flexible and work well under pressure.  Knowledge of Opera / Fidelio / Other world Class Property Management System is required.

EDUCATION:

Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree and/or diploma in hotel or other related field. Computer Knowledge and experience in MS office programs.

EXPERIENCE:

Minimum 2 to 3 years work experience as Assistant Manager or Team Leader - Front Office / Guest Relations in a hotel.