Front Office Assistant Manager

**About the role**:
As Duty Manager, you will be responsible for the effective operation of the Front Office Department and team - It is your role to ensure that the Hotel service standards are maintained in these areas, profitability maximised and customers' needs met. Tasks will include but not be limited to:

- Follow policies and procedures outlined in the Erdi/Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Provide efficient, friendly and professional service to all guests.
- Carry out all tasks in line with hotel procedures, standards and product specifications
- Communicate special requirements with your team on a daily basis
- Train all Front Office personnel - using the hotel Training Program, Operational Checklists, Procedures and Product Specifications (Regularly update to keep abreast of changes within the department)
- Be ‘hands on’ and assist with the completion of daily tasks for all Front Office staff if necessary
- Forward planning and forecasting for future arrivals
- Liaise with all appropriate departments on a daily basis - Concierge, Portering, Housekeeping, Reservations and Food and Beverage.
- Ensure the hotel is fully prepared for each days guest arrival and departures
- Assist reception staff with check-in and check-out of guests when it is busy
- Ensure all rooms are allocated correctly and efficiently
- Ensure separate guests are not checked into the same room
- Full utilisation of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
- Ensure that all incident reports are filled correctly and close cases at the end of each month with a coordination of departments involved in each case.
- Check arrivals reports at the start of your shift to ensure that all arrivals are prepared for
- Check departures reports each shift and ensure that late departures are followed up
- Check all Open folios accounts with balances, ensuring rates are correct and vouchers are attached, before forwarding to finance
- Ensure correct charges are processed for all miscellaneous expense such as room upgrades, guest extensions, laundry, telephone and mini bar - complete random checks daily
- Ensure all guest rooms moves are correctly entered into the reservations systems and communicated to all relevant departments
- Ensure company procedures are followed and relevant documentation is completed in relation to no-shows, early departures and requests for refunds
- Monitor the servers and interfaces, including daily backups, regular shutdowns, archiving and purging (in consultation with the Information Technology Manager)
- Liaise with ground transfer operators to ensure the best possible service is provided for all Hotel guests and that invoices and accounts are kept up to date
- In conjunction with the FO team focus on promotional of incremental revenue for the hotel
- Focus on the cross promotion of all hotel outlets to increase business / upselling
- Update and control all stock relating to emergency situations that may arise in the hotel
- Communicate with all Hotel Departments during your shift, ensuring the distribution of accurate and timely reports
- Complete a regular walk through of the entire hotel to ensure all departments are operating effectively
- Maintain a presence in the Hotel Lobby and maintain the condition of the Hotel Lobby on a daily basis
- Handle all guest complaints with urgency and resolve complaints within your level of authority or pass the details onto the Front Office Manager.
- Assist guests with general enquiries and directions and be able to answer all enquiries in a knowledgeable manner
- Ensure guests’ special needs and requests are fulfilled or recorded and communicated to the relevant departments
- Meet regularly with the Chief Concierge to ensure continual communication between all departments, thus resolving any operational problems quickly and effectively
- Liaise with other department heads where needed
- Report any maintenance requirements for the reception and front office areas to the Maintenance Department and monitor these requests to ensure they are actioned
- Ensure that sufficient stocks of all front office equipment and supplies are maintained to allow for the effective operation of the hotel
- Ensure all hotel credit procedures are adhered
- Minimising financial risk to the hotel by completing a daily credit check
- Ensure all front office checklists are completed correctly each day
- Hand over any relevant information/details to the next Manager on duty shift
- Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards
- Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented
- Ensure that strategies and practices are in place to facilitate