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Summary
- He/She will be responsible for the efficient running of the department in line with Hyatt International’s Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations. The Assistant Front Office Manager is responsible to assist the Director of Rooms/Front Office Manager in delivering the brand promise by managing the Front Office operations for the hotel.
Roles & Responsibility:
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- 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.
- 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.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- 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.
Qualifications
- Ideally with a university degree or diploma in Hospitality or Tourism management.
- Minimum 1 year of work experience as Assistant Front Office Manager in larger hotels/resorts.
- Guest experience, problem solving, administrative and interpersonal skills are a must.
