As the Assistant Front Office Manager at a luxury resort, you will be responsible for overseeing the receptionists, porters, and drivers to ensure a seamless and exceptional guest experience. Your role is essential in creating a positive first impression and maintaining high standards of service throughout the guest's stay. As a leader, you will play a crucial role in the resort's success by managing a team, handling various responsibilities, and ensuring guest satisfaction.
Key Responsibilities
- Front Office Operations Management: Oversee all aspects of the front office, including guest check-in and check-out procedures, reservations, guest services, and room assignments.
- Team Supervision: Lead and train receptionists, porters, and drivers to provide exceptional customer service to guests.
- Guest Relations: Address and resolve guest concerns or complaints promptly and professionally to ensure satisfaction.
- Budget Management: Collaborate with resort leadership to develop and manage the front office budget, including staffing costs, supplies, and other expenses.
- Compliance: Ensure all front office operations comply with resort policies, procedures, and standards.
- Collaboration: Work closely with other department heads to ensure a seamless guest experience.
- Leadership: Provide guidance and support to the front office team to maintain high levels of guest satisfaction and employee morale.
- Training and Development: Conduct training sessions for front office staff to enhance their skills and knowledge in guest service, reservation systems, and other relevant areas.
- Scheduling: Create and manage staff schedules to ensure adequate coverage during peak times and efficient operations during slower periods.
- Performance Evaluation: Conduct performance evaluations for front office staff and provide constructive feedback for improvement.
- Communication: Maintain open communication channels with staff, management, and guests to address any issues or concerns promptly.
- Problem Solving: Be prepared to handle any unexpected challenges or emergencies that may arise during your shift.
- Quality Assurance: Monitor and evaluate the quality of guest services provided by the front office team and implement improvements as needed.
- Guest Check-In and Check-Out: Welcome guests upon arrival, check them in, and provide information about the resort's facilities and services. Assist guests with the check-out process, finalise payment transactions, and address any final requests or concerns.
- Welcome and Greet Guests: Provide a warm and friendly welcome to guests upon arrival.
- Assist with check-in and check-out processes efficiently and accurately.
- Reservations Management: Manage room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information. Work closely with the reservations team to maximise room occupancy and revenue.
- Guest Services: Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalised assistance and solutions as needed. Arrange for special services or amenities for guests, such as restaurant reservations, transportation, or special requests.
- Information and Assistance: Provide guests with information about local attractions, dining options, events, and activities to enhance their experience during their stay. Assist guests with directions, transportation arrangements, and any other information they may require.
- Guest Relations: Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations. Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.
- Administrative Tasks: Maintain guest records, reservation logs, and other administrative documentation accurately and confidentially. Assist with billing, invoicing, and financial transactions as needed.
- Communication: Answer phone calls, emails, and in-person inquiries, directing them to the appropriate departments. Relay messages and information to guests and staff members as needed.
- Collaboration: Coordinate with other hotel departments to ensure smooth communication and guest services. Work closely with housekeeping to manage room turnovers and ensure cleanliness standards.
- Security and Safety: Maintain a secure and safe environment by monitoring guest access and following safety protocols.
- Up-selling: Promote hotel amenities and services to guests, encouraging additional bookings or purchases
- 3 - 4 years of experience in a similar front of house leadership role in a 4-star resort environment.
- Hospitality diploma or equivalent is an advantage.
- 2 years of customer service experience.
