Job Description

Scope of Position

• The Assistant Front Office Manager is responsible for overseeing and supervising the operations of Front Desk, Guest Services, Concierge and Night Audit.

Responsibilities

• Ensures that all Front Office Policies and Procedures are adhered to.
• Ensures VIP procedures are being met or exceeded on a daily basis for all Guests.
• Coordinates the Arrival, Stay and Departure experience for all Guests.
• To understand and promote the hotel’s and departmental vision.
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relations.
• Develop and maintain standards for the department, while adhering to Accor’s standards.
• Provide direction and support to Guest Relations Managers, Front Office supervisory positions and Ambassadors in their daily tasks relating to their roles.
• Ensure that all Front Office team members have the supplies needed to perform their duties.
• Communicate and liaise effectively with other leaders in the department and hotel.
• Responsible for balancing operational, administrative and Ambassador needs.
• Responsible for ensuring consistency in exceeding guest service expectations.
• Energize the brand by promoting our Guest loyalty program.
• Ensure proper staffing and scheduling of all Front Office Ambassadors in accordance to productivity guidelines.
• Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
• Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded.
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office Ambassadors.

Qualifications

• A degree or Diploma in Hospitality Management is an asset or Bachelor’s degree and/or diploma in Hospitality or another related field.