Assistant Front of House Manager

We are currently recruiting for an Assistant Front of House Manager.

Under the guidance of the Front of House Manager, the Assistant Front Office Manager will be responsible for ensuring consistent quality of customer service is provided to the guests in accordance with the set Standards.

To provide guests with a memorable stay experience that is personalized to their needs, throughout their stay at the hotel by ensuring that the team is responding efficiently to their inquiries and advising them of the amenities and benefits offered by the hotel.

Responsible for supporting team members on a daily basis with any queries and issues that may arise and engaging with them to ensure well-being and satisfaction. Has the responsibility to assist the management to drive and deliver positive results. 

Key Responsibilities will include:

  • To take full responsibility of the front office department.
  • To communicate expectations to employees through:
                  • Departmental Orientation
                  • Job Descriptions
                  • Training programs
                  • Performance Reviews
                  • Development of Employees
                  • Departmental meetings (Monthly)
                  • Daily team briefings
                  • Conflict resolution/Corrective Action
  • To assist with managing the front office employees to ensure all guests receive prompt and courteous service.
  • To take responsibility of the Front of House area, ensuring it is clean and organised to the highest standards at all times.
  • To assist with the recruitment of the front desk team, ensuring a strong talent bank is in place.
  • Ensuring that any staff on duty follow the required procedures during their shift and delegate tasks to Receptionist at the beginning of their shift
  • To assist with the completion of weekly rotas for the team.
  • Maximise in-house selling and encourage other staff on duty to do so.
  • To spot check the teams work on a regular basis.
  • To understand and carry out Reservation procedures to the Company standard, and to liaise with Reservations with regards to any book-outs and/or no-shows.
  • To ensure a high level of personal/work cleanliness and hygiene within the department.
  • To ensure all duties are carried out in a safe manner with regard to the Health & Safety/welfare of themselves, other members of staff, guests, or any other persons on Hotel's premises.
  • To develop, motivate and carry out one-week reviews, job chats & PDRs appraisals of all Front Office Staff.
  • To report any comments, complaints and compliments to the General Manager/Senior Management.
  • To ensure necessary operational tools and supplies are available to employees to carry out their responsibilities efficiently.
  • To set and review standards and ensure that they, through effective training are communicated to all front office employees.
  • Inspect grooming and attire of employees and rectifies any discrepencies.
  • To monitor employee interaction with guests, ensuring prompt and courteous service, resolve discrepancies with respective employees.
  • To control and analyse, on an ongoing basis, departmental costs to ensure performance against budgets set.
  • In conjunction with the Front of House Manager, conduct monthly departmental meetings to include a review of procedures and events which warrant special handling and detailed information.
  • To identify and action training needs of the department specific to each employee on an ongoing basis.
  • To maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
  • To communicate fire, emergency and health and safety procedures.
  • To perform related duties and special projects assigned by Senior management.
  • To perform varied shifts each week to ensure maximum coverage of the department over the course of any stated week.
  • To ensure all duties are carried out in a safe manner with regard to the Health & Safety/welfare of themselves, other members of staff, guests, or any other persons on Hotel's premises
  • To carry out any additional duties as assigned by the Front of House Manager/Senior Management.
  • To take responsibility for the guest services porters, ensuring duties are completed at all times.