Front Office Assistant Manager

COORDINATEFRONT OFFICE’S SHIFT ACTIVITIES TO PROVIDE THE HIGHEST STANDARD OF SERVICE

· Achieves customer satisfaction and rooms revenue goalsby supervising Front Office employees

· Is proficient in all Front Office procedures

· Utilizes supervisory skills and motivation to maximizeemployee productivity and satisfaction

· Recommends to Rooms Division Manager how to improveguest service and efficiency in Front Office operations

· Supervises and participates in the prompt andcourteous check-in, check-out and servicing of guests

· Records in the log book any incidents occurred in thehotel and follows-up with the department concerned

· Communicates open and closed dates, availability andcondition of rooms to appropriate individuals

· Knows current rooms availability, and is familiar withfuture availability

· Keepseffective key control

· Ensures that guest mail and messages are deliveredpromptly

· Controls room rates, and brings rate changes in theattention of the Front Office Manager

· Oversees the proper handling of advance deposits

· Runs a credit check report, and analyses it forpossible doubtful accounts

· Checks that discounts, billing instructions, andcredit policies are followed, and takes action when needed

· Authorizespaid-outs and discounts

· Makes sure Front Office employees utilize yieldmanagement to maximize room revenue

· Checks the daily arrival list, and makes necessarypreparations if hotel is sold out

· Informs the Rooms Division Manager on VIP guests andreturning guests, and follows-up on VIP lists and room blockings

· Orders VIP gifts for the following day’s arrivals

· In the absence of Department Heads, takes disciplinaryaction when required. Follows-up with the applicableDepartment Head

· Investigate all walk-outs, and complete relevant forms

· Deals with all incoming telefaxes and telexes afteroffice hours

· Completes all forms in cases of accident or theft inthe hotel during the shift

· Brings needs for repair to the attention of the RoomsDivision Manager

· Lives the Yes I Can values

· Ensurethe 100% Guest Satisfaction

· Managesthe Club Carlson enrollments

LIASIONBETWEEN GUESTS AND MANAGEMENT

· Handles promptly and courteously problems regardingcustomer room accommodations and rates, and notifies appropriate DepartmentHead when needed

· Handles promptly and courteously all guest comments,complaints, requests or enquires; takes necessary action, and thoroughfollow-up

· Greets and escorts returning guests and VIP’s to guestrooms upon check-in

· Handles personally walk-outs in fully bookedsituations

· Is present at the Service Manager’s desk when possible

· Helps to show meeting facilities, guest rooms andother public space to potential guests

FLUENT IN FRONT OFFICE TECHNOLOGY

· Is fully conversant with the hotel reservation system

· Is able to operate and maintain switchboard, telefax,key equipment, credit card machines and printers, hotel alarm systems, andother Front Office equipment, and is able to make basic updates and changeswhen needed

· Is able to operate and maintain any system back-up tothe above equipment as required