Assistant Front Office Manager
3 months ago
**General Information**:
- Country/Region- Thailand- Province/City- Phuket- Location- Rosewood Phuket- Department- Rooms - Front Office- Job Type- Full-time Permanent**Job Summary**:
Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective associates.**Responsibilities**:
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house counts and expected arrivals/departures/ VIP’s.
Room availability status for any given day.
Scheduled in-house group activities, locations and times.
All hotel and departmental policies and procedures.- Access all functions of the computer system.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that current information on rates, packages and promotions are available at the Front Desk and that all associates are knowledgeable on such.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
- Ensure that associates report to work as scheduled. Document any late or absent employees.
- Coordinate breaks for associates.
- Assign work duties to associates.
- Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
- Inspect grooming and attire of associates; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor associates’ performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates and Concierge associates.
- Monitor the hotel front entrance and resolve any congested situations.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor communication logs and ensure that guest requests are followed up within minutes.
- Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express checkouts are processed through the system.
- Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist associates with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
- Ensure security of guestroom access.
- Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
- Contracted banks
Shortages/overages
Late charges
Petty cash/paid outs
Adjustments
Posting charges
Making change for guests
Cashing personal/travelers checks
Payment methods/processing
Settling accounts
Closing reports
Cashier reports
Balancing receipts
Dropping receipts
Securing banks- Review previous night's no-shows, verify and ensure billing of such.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
- Assist associates with expediting problem payments.
- Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
- All other duties as required.
**About Us**:
- The exquisite, secluded Emerald Bay is an ideal setting for Rosewood Hotels & Resorts to debut its first Asia
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