Assistant Front Office Manager

Job description

Key tasks

GENERAL DUTIES:

Manage, supervise and coordinate the daily operation of the Hotel and ensure that all procedures are performed in accordance with established standards and procedures at all times to reach optimal guest satisfaction.
Assist the Front Office Manager in establishing a front desk standard and procedures manual as a guideline for the front desk operations.
Assist the Front Office Manager to select, hire, and train employees to the hotel’s standard and procedures.

DUTIES AND RESPONSIBILITIES:

Assist the Front Office Manager in setting up the Front Desk training tools such as job descriptions, standards and procedures, training plans as a guideline for the Front Desk operation.
Train and supervise the Front Desk Assistants in all reception and cashiering procedures and assign tasks as necessary.
Assist with new employee orientation and training and ensure that all Front Desk personnel are advised and trained on all changes in policies and procedures.
Continuously monitor, study and evaluate operations, policy and procedures of Front Desk; and propose necessary improvements to Front Office Manager.
Ensure that all individual guests, tours and groups are efficiently and expediently checked-in and check-out in accordance with established standards and procedures.
Plan, prepare and conduct ongoing training for Front Desk Personnel on a regular basis.
To be proactive thinking, to be able to react fast to problems, and to make sound management decisions.
Ensure all outstanding and pending issues are settled timely.
To exercise control over all other Front Office staff in the absence of their respective supervisors.
Must show responsibility for all matters that may arise in the department in the absence of the Front Office Manager and the Assistant Front Office Manager.
To ensure that all keys and folders for daily arrivals are prepared by the Front Office Assistant.
To welcome and bid farewell to all VIP guest.
To ensure that the Front office, lobby area is kept clean at all times.
To make daily round of all Front Desk and Bell Desk operating departments to check that all staff adhere to Hotel policies.
To be well informed of hotel facilities and be able to answer all inquiries.
To develop and maintain close business contact with house guest and to provide personalized service whenever possible.
To handle complaints or incidents/accidents occurring in the hotel when necessary.
To record all complaints into log book for the General Manager's attention or follow up.
To respond to emergency calls, fire alarm, power failure, computer and medical attention and co-ordinate with respective Departments and contacts.
To write reports relating to complaints, and forward copies to various executive/department heads concerned.
To conduct daily Front Office morning briefing at 06.45 am (for night duty Front Desk Manager) and night briefing at 10.45 pm.
To spot check special set-ups for late VIP guest’s arrival ensuring that they adhere to the required standard (for night duty Front Desk Manager).
To ensure that Energy conservation is exercised in all areas at all times.
To read through and approve the Rooms Statistic Report (for night duty Front Desk Manager).
Being able to adapt to change and make alternative plans.
Ensure that all Front Desk personnel are well informed of all changes or new information.
Be familiar with and ensure that all preparations for VIP and group arrivals and departures are well organized.
Prepare schedules and maintain Front Desk attendance record.
Assist with Front Desk employees performance evaluations and recommend promotions or demotions of assigned Personnel.
Assist the Front Office Manager or Assistants with administrative details or special projects as requested.
Supervise all Front Desk Assistants assigned to his/her shift and ensure that all tasks are performed and completed.
Assist with check in, information requests, check out and other services required by the guests to ensure their comfort and satisfaction.
Ensure for adequate staffing, schedule breaks and meal periods during shift.
Authorize the acceptance of travelers cheques, cash advance, rebates, paid out, refunds base on the established procedures.
Responsible for the orderly and clutter - free appearance of the Front Desk personnel; ensure that all Front Desk personnel are well groomed and in proper uniform.
Ensure that manual key, guest card key, and guest room security procedures are followed.
Fully aware of operational budget; Maintain adequate supply of stationary and supplies at all times and ensure that they are in line with budget and strictly controlled.
Perform other duties related or unrelated to Front Office Department or as assigned by Assistant Front Office Manager or Front Office Manager.
Ensure smooth flow of check in and check out during peak hours; if necessary direct guests to available Front Desk Assistant.
Handle all guests’ needs with complete follow through when necessary as stated in ONE STOP SHOPPING concept.
Ensure that all telephone calls are handled promptly within three rings.
To keep Personal Grooming at the highest standard and make sure that subordinates have the same.
To be fully familiar with Front Office Policies & Procedures, Job Description and the Employee's handbook.
To identify weakness in Front Office and to revise all necessary
Fully aware of competitor's activity and to give feedback to sales department.
Candidate must possess at least Primary/Secondary School/'O' Level in Others or equivalent.
At least 3 Year(s) of working experience in the related field is required for this position.

At Novotel, we grow faster

Feel fully responsible, be autonomous, adaptable, professional, have a love of adventure and a desire to stretch your limits: that’s the Novotel spirit .
An international brand with a network of 400 hotels in 60 countries, Novotel’s success is due to the professionalism and enthusiasm of its 30 000 employees who have been embodying the brand’s ideals for over 40 years.

DNA of the brand, innovation is at the heart of the promise made to employees: "At Novotel, we grow faster" . To transform this promise into reality, Novotel has implemented a unique human resources policy declined around five main professional career paths. Novotel accompanies each employee throughout their career. Integration, geographic mobility, bridging provision, skills development… everyone is given the opportunity to progress quickly and go further. Impossible is not Novotel.

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Desired profile

Skills

Level of Education Others
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential English
Optional languages Mandarin