Assistant Front Office Manager
Sea Group Resorts
Total years of experience :8 years, 1 Months
- Responsible for all front office functions and staff, including Guest Services/Front Desk, Reservation Department, Switchboard Operations and Bell Staff.
- Supervise and manage employees, Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Working in close relationship with front office manager and Team Coaches.
- Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Ensure compliance with all Front Office policies, standards and procedures.
- Direct and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
- Analyze information and evaluating results to choose the best solution and solve problems.
- Check the hotel availability and room types availability in regular basis.
- Perform house counts and review daily arrivals, identify potential problems with rooms activity and take appropriate action.
- Contribute to the hotel by sharing new ideas and suggestions for improvements; being Innovative and creative to provide a quality of service and guest care to the clients.
- Making regular rounds by the hotel areas where can speak to the guest and get feed back about the service they receive and taking the guest suggestions.
- Strong communication with all operational departments as well as Sales Department.
- Supervise the appropriate appearance of Team Members according to the dress code standards.
- Maintain tidiness in the building and clothing in the department.
- Undertake regular inspections in the reception and lobby area to ensure that the
installations and equipment are in a clean, perfect condition, well maintained and replaced / renewed as required.
- Join responsibility for maintaining standards, revise these regularly and guarantee that these are upheld by targeted training.
- Always co-operate with colleagues and front office manager, as well as with the Management Team.
- Develop specific goals and plans to prioritize, organize, and accomplish work and ensure that the front office personnel comply with the weekly work program.
- Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conduct department meetings and continually communicates a clear and consistent message regarding the front office goals to produce desired results.
- Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Prepare and conduct all the concerned schedules for shifting, vacations and training for the reception staff.
- Taking part in internal training courses and to implement what has been learnt in daily practice.
- Review comment cards, guest satisfaction results, guest review websites and other data to identify areas of improvement and ensure that responsible departments are aware of the current incidents and guest complaints or comments.
- Respond to and handle guest problems and complaints.
- Check VIP Levels for arriving guests.
- Responsible for room blocking for all arriving VIP’s and groups
- Welcome and escort all VIP and regular guests
- Maintain regular contact with frequent guests and all VIP guests of the Hotel
- Make sure all guests receive prompt and personal recognition
- Close supervision of the Check in, Check out, luggage organization and guest communication of the front desk staff
- Manage department controllable expenses to achieve or exceed budgeted goals
- Join responsibility for safety in hotel and abides strictly by all the safety instructions, especially when operating the machines and equipment
- Participation in all training concerning safety & security, fire prevention, evacuation exercise.
Ability to work in a fast pace environment
- Ensure the good condition of the hotel equipment and the cleanliness of all the hotel areas and the set up for the next day and apply the hotel saving cost plan.
- Maintain smooth relationships between management and guest by attending guest’s complaints, requests and inquiries seeing to the accommodation and transportation of turned away guest in case of overbooking situations.
- Ensure that the hotel staff are working according to the hotel health and safety procedures and conditions.
- Maintains appropriate standards of hygiene, uniforms, appearance, posture and conduct of hotel staff.
- Perform routine inspection for all the hotel areas, making notes for any unusual occurrences or safety problems.
- Coordinates with security in the investigation of the ir- regulations and trouble maker guests, assist with the filling out of lost & found and damaged property reports.
- Monitor all the front office work to make sure that all the work is handled smoothly, and in accordance with published procedures and policies.
- To make sure that all staff performs their duties and acts in accordance with the company internal regulations and standards.
- Check and control the cashiering processes at all areas to ensure the highest guest satisfaction, and prevent any wrong practices.
- Read the log book and follow up any outstanding problems, logging same for next shift.
- Make sure that all guest requests and complaints are solved in the most proper and professional way.
- Check the open areas which still serving the guest and listen to the guest’s feed back about all the received service to make sure that they received the requested service.
- Check the late and early services for the guest including the breakfast boxes, late dinner and wake up calls as well.
- Address any guest’s request to concerned department.
- Handle VIP guest in terms of room inspection, amenities orders in time, transportation and checking them in.
- Preforms all front office duties when business demands.
- Frequently checks the due out report and follows up with guests who due to leave.
- Frequently reviews the arrival report and the correspondence ensuring all VIP’s, special request rooms are blocked and escort VIP guest.
- Be aware of the selling situation for a week in advance.
- Assist and take room reservations when reservation office is closed.
- To be flexible and extend job duties to carry out any other reasonable duties and responsibilities as assigned, including redeployment to alternative departments, areas if required to meet business and guest service needs.
- Able to raise internal alarms correctly.
- To present all of the required reports completely, Fully and timely.
- Read the logbook daily and take action accordingly.
- Block the rooms for arrivals and take in consideration the guest demands, thereby keeping the guest satisfaction at the highest level .
- Handle VIP guest in terms of room blocking, amenities orders in time, transportation and checking them in .
- Close supervision of the Check in, Check out, luggage organization and guest communication of the front desk staff.
- Make sure that all guest requests and complaints are solved in the most proper and professional way .
- Prepare and conduct all the concerned schedules for shifting, vacations and training for the reception staff.
- Ensure that all front desk procedures are carried out accurately and insure that the front office personnel comply with the weekly work program .
- To make sure that all front office personnel performs their duties and acts in accordance with the company internal regulations and standards .
- Maintains appropriate standards of hygiene, uniforms, appearance, posture and conduct of front office employees.
- Revising all registration cards for all check in of all shifts to be sure of number of Pax, package plan, arrival and departure date, rate code and revise all of these information with the voucher to make sure that the right voucher and correspondence was received .
- Follow up any pending vouchers - payments or correspondence.
- Check out guest efficiently.
- Check and control the daily reception cash processes to ensure that highest guest satisfaction, and prevent any wrong practices.
- Supervising all the front office work to make sure that all the work is handled smoothly disturbed evenly, and in accordance with published procedures and policies.
- Read the log book and follow up any outstanding problems, logging same for next shift.
- To keep under continuous control the accuracy of all other transactions and procedures of the front desk ( Room change - Messages - Info - Check in & Check out - Daily room rate, etc.).
- Routinely check billing instructions and guest credit for accuracy and compliance with hotel credit policy.
- Full responsibility for efficient reservation handling, respond to and immediately records the incoming reservations in the most appropriate manner by taking in consideration the occupancy of the hotel and guest requests, “ Replacing reservation manager”.
- Ensure that the agency contracts are completely and fully implemented and register in the hotel system .
- To keep the head offices - Agency - Hotel - relations links active at all the time, and record the progress and developments in the system immediately .
- To present all of the required reports completely, Fully and timely .
Studying the History of Egypt , public relations , customer care in addition to the foreign languages. Handling the tourism program for a day at a travel agent as part of the project. Hotels management and travel agents operation.