Assistant front office manager
Fairmont Heliopolis & Towers
Total years of experience :14 years, 10 Months
• Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards
• Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand polices and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes
• Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
• Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
-Checking Daily City Ledger Invoices before handling it over to account receivable, Follow up the in house Guests outstanding Balance & Follow up the credit card approvals & releases.
-Cover the Shift leader’s absence & covering this duty.
-Train the desk staff & new hired on front office c/I & c/o, cashiering skills, duties & tasks
-Organize & follow up delegation payments during any conferences, exhibitions, or any special events.
-Review & spot check the cashier for all the Front Desk team.
Greet all guests in a friendly, helpful manner
• Daily co-ordination with housekeeping / Bellman
• Check arrivals for arrival times, spa, dining reservations, Credit card
• Organize and ensure amenities are dealt with on a daily basis
• Provide all guests with courteous, professional service during check-in, check-out,
telephone inquiries, and all other contact with the guest.
• Provide all guests with a sense of security by following the hotel security policies.
• Able to listen and empathize with any guest who may come to voice a complaint and
resolve the complaint, either on your own or, when warranted, by calling in the Manager.
• Be familiar with all facilities and services within the Hotel and offer general information to
guests.
• Process reservations received by email for guests inquiring in absence of a Reservation
Agent.
• Answer the switchboard and direct calls in a proficient, courteous manner.
• Maximize sales and revenue for the Hotel.
• Ability to up sell Spa / outlets / Marina / Activities/ Rooms
• Keep the front desk and back office clean and free of clutter and garbage.
• Other duties as requested
Airport - Meet and assist service
-Attempt to resolve issues and problems with customer’s accounts.
-Explain, advise on and promote bank products and services to customers
-Perform specialized tasks such as preparing cashier’s checks, personal money orders.
-Perform services for customers such as ordering bank cards and checks.
Labor law–recruitment & selection–compensation–Contemporarily management --Information system-Organizational behavior-Employment development Development and monitoring employee appraisal system Overseeing industrial relations Training and development Recruitment and selection Paying Salaries
License of Arts department of Hebrew from Ain Shams University in 2007