Purpose
To support the Front Office Manager and undertake responsibilities during their absence
Main Duties:
• Comprehensive knowledge of the hotel, including all departments, services and outlets
• Comprehensive knowledge of the hotel, including all departments, services and outlets
• Oversee the weekly duty roster as well as monthly attendance records, annual vacation plan and lieu days for Butler Service colleagues
• Handle booking out guests in case of overbooking situations and act as the hotel’s Duty Manager
• Must be thoroughly aware of emergency procedures and be able to handle such situations
• Attend the daily handover briefings and assist in the daily operation
• Constantly analyze business practices and identify opportunities for improvements which result in an increase in revenue, guest satisfaction and/or cost savings
• Demonstrate awareness of the departmental budget and assist in maximizing room sales
• Manage the Upsell Program, including setting monthly targets
• Assist the Front Office Manager in preparing the departmental budget
• Assist the Front Office Manager with regards to credit facilities of in-house guests
• Sign late charge letters and ensure that all charges are justified with sufficient backed up
• Perform any related duties and special request from the Front Office Manager and/or Director of Rooms
• Develop colleagues by delegating tasks and empowering them to make sure they achieve the desired results
• Carry out annual and performance appraisals
• Must be fully aware of Customer satisfaction index scores thru JD power. Review and Identify areas of improvement and organize training as required.
• Must be aware of Tripadvisor rating, potential competitors and actively encourage all the guest to post a review in order to improve and maintain ranking.
- Bachelor/ Master Degree in a given
- At least 3 years Assistant Front Office in a 5 star hotel with a minimum of 200 rooms.
- Fluency in written and spoken English
- Knowledge of basic Microsoft Office applications.
- Knowledge of front office application.
