Assistant Manager - Front Desk

Job Responsibilities

Assists the Front Office Manager / Duty Manager in administering front office functions and supervising staff on a daily basis. Positions, directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction and maximizes the financial performance of the department. Ensures guest satisfaction to provide an exceptional experience.

Job Requirements

• Works on assigned goals and prioritizes, organizes, and accomplishes the tasks along with the team.
• Assists the Front Office Manager / Duty Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.
• Ensures daily performance and manages revenue through revenue and yield management techniques.
• Focuses on generating incremental revenue through Early Check-in and Late Check-outs.
• Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.
• Monitors the business of competition hotels in terms of new accounts and rates.
• Develops and Sustains productive customer relationships and actively seeking information to understand and address guests' needs.
• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
• Maintains regular contact with corporate and individual guests and builds strong relationships with them.
• Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
• Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Members and HWC (Handle with Care) guests, on arrival or during the stay and ensure they have a seamless experience.
• Responds to and handles guest problems and complaints.
• Staffing and Scheduling of the shift and allocation of duties in the absence of the Duty Manager.
• Assists in the learning and development of the team.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Ensures that regular on-going communication is taking place with associates to create awareness of business objectives.
• Communicates expectations, recognizes performance, and produces desired results with associates within the department.
• Assists the Front Office Manager in creating a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) program.