Assistant Front Office Manager

Manage the Front Office team to ensure that team members are prepared and well-informed to deliver guests an exceptional experience from check-in to check-out as per Hilton standards and procedures.

ESSENTIAL FUNCTIONS

-          Assist in planning and directing all functions of the Front Office department to meet the daily needs of the operation.

Conducts routine inspections at the Front Office and listens to and addresses guests’ issues, concerns and comments in a prompt manner to ensure guest satisfaction and repeat business.

-          Maximizes Front Office revenue sales by identifying and targeting sales opportunities through upselling training and techniques.

-          Hires, trains, supervises, develops, disciplines, counsels and evaluate team members.

-          Assist in setting departmental objectives, policies, procedures by establishing team work and team spirit and emphasizes on the importance of training for all team members. In so doing, team members will adhere to departmental standards and deliver a consistent and efficient service to the guests.

-          Continuously invests in the professional development of the Front Office team.

-          Attends daily briefings and schedules departmental meetings with all team members on a monthly basis.

-          Encourages a team spirit amongst staff members with leadership and guidance.

-          Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement.

-          Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

EDUCATION

Bachelor Degree in Hotel & Hospitality/Tourism Management or equivalent.

PROFILE

-          Three (3) years’ experience as Assistant Front Office Manager in similar or larger size hotel operations.

-          Must possess strong organizational and people management skills with an outgoing personality.

-          Ability to effectively deal with a variety of audience, some of whom will require high levels of patience, tact and diplomacy.

-          Strong computer literacy including knowledge of Microsoft Office Suite of products including Word, Excel and Powerpoint. Knowledge in a hotel property management system will be a strong advantage.

-          Demonstrate a high level of commercial awareness and sales capabilities.

-          Ability to read, analyze and interprete financial reports.

-          Ability to meet targets and drive Front Office revenue through upselling and continuously come up with new projects and initiatives established in conjunction with other departments.

-          Demonstrate positive leadership characteristics which inspire team members to meet and even exceed standards.

-          Ability to respond to a range of different work situations and deal with stressful situations during busy periods.