The Assistant Front Office Manager provides leadership, direction, supervision and motivation to Front Desk personnel.

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

• Ensures Front Office Areas are in a good state of maintenance and cleanliness.
• Supervision of all aspects of Front Office operations established standards.
• Produces all administrative and statistical reports required by the Rooms Division Manager.
• Front Office annual vacation plan and time keeping reports to the Head of the House.
• Ensures that all complaints are immediately followed up on and communicated to the relevant departments and resolved within 24 hours.
• Ensures that all Front Office staff demonstrate proactive and enthusiastic guest care.
• Ensures that a complete and updated guest history system is maintained.
• Ensures that Shift Leaders always action all procedures as set down in the Shift Procedures.
• Ensures that structured handovers and briefings are carried out for each shift.
• Ensures that staff are rostered in accordance with Business needs and the Training Activities within the Hotel.
• Supervises staff behaviour and takes immediate corrective actions when below Hotel Standards.
• Systematic appraisal of all F/O employees.
• Systematic training of all F/O employees.
• Ensures that all accounting procedures are carried out in accordance with Hotel.
• Carries out weekly spot checks on cashiering and floats balances.
• To achieve the highest possible occupancy and average room rate by operating on overbooking policy.
• Liaises closely with Housekeeping to ensure that optimum numbers of rooms are available and all incoming guests’ requirements are met.
• Communicates regularly with the Rooms Division Manager to keep him fully informed.
• Communicates with all the departments, keeping them informed concerning any plans affecting their area.
• Actively takes part in Sales Activity within the Hotel, including referral of lead to the Sales office.
• Pro-actively sells and promotes the various outlets and services of the Hotel to our guests.
• Ensures that the F/O supplies are reordered on a correct and timely system.
• Performs any other duties as assigned by Management.