Assistant Front Office Manager Night

Job Description

JOB SUMMARYAssists the Front Office Manager in supporting property operations by administering Front Desk functions and supervising employees on a daily basis, always ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include all Front Desk functions and the employees of the Front Desk. Directs and works with employees to carry out procedures ensuring an efficient check in and check out process, supports the tracking and resolution of service issues and strives to continually improve guest and employee satiscfaction and maximize the financial performance of the department. Serves as the property Manager on Duty during overnight shifts. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby.SCOPE MEASURES:?A Full Time position based at The Abu Dhabi EDITION?Number of Direct Reports up to 22?Size of Unit (Number of Rooms) 198 Bedrooms and 57 ResidencesCANDIDATE PROFILEEducation and Experience?High school diploma or GED; 2 year experience in the guest services, front desk, or related professional area.OR?2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;?At least 2 years experience in a Supervisory role in the Front Desk, Guest Services and/or related professional area, in a Luxury and/or Lifestyle environment.CORE WORK ACTIVITIESSupporting Management of the Front Desk Team?Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.?Encourages and builds mutual trust, respect, and cooperation among team members.?Supervises and leads employees. Understanding employee positions well enough to perform duties in employees'absence.?Manages all day-to-day operations at the Front Desk.?Serves as a role model to demonstrate appropriate behaviors.?Establishes and maintains open, collaborative relationships with employees.?Ensures employee recognition is taking place on all shifts.As Manager on Duty?Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.?Represents property management in resolving any guest or property related situation.?Communicates any variations to the established norms to the appropriate department in a timely manner.?Sends copy of MOD report to all departments on a daily basis.?Manages the flow of questions and directs guests within the lobby.?Understands and complies with loss prevention policies and procedures.As a Night Manager?Serves as the property Manager on Duty and oversees all property operations during the overnight shift.?R esponsible for balancing the revenue and expense transactions, which occurred during the day at the hotel.?Manages all period-end inventories.?Monitors and ensures compliance with all guidelines to operations.?Responsible for the completion of the various daily audit reports requested by the Finance team.?Responsible for the reporting of any potential safety or security hazards to management.?Deals with all emergencies by responding proactively and in the most professional and efficient manner.?Directs, monitors, and assists all overnight employees.?Monitors the auditing tasks assigned to the Night Front Desk Agents.?Takes responsibility for overall opeartions during the overnight shift, in the absence of other managers or HODs.Maintaining Front Desk Goals?Manages day-to-day operations, ensuring quality standards and meeting the expectations of the guests on a daily basis.?Develops specific goals and plans to prioritize, organize, and accomplish them.?Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.?Ensures that regular on-going communication is happening with employees to create awareness of business objectives.?Communicates expectations and recognizes performance in order to produce desired results.?Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.?Monitors daily guest feedback results and identifies trends in guest experiences, working to maximize overall hotel guest satisfaction.?Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.Ensuring and Providing Exceptional Guest Service?Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.?Collaborates with the Front Office Manager on ways to continually improve departmental service.?Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.?Provides services that are above and beyond expectations for guest satisfaction and retention.?Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.?Serves as a role model to demonstrate appropriate behaviors.?Displays outstanding hospitality skills.?Empowers employees to provide excellent guest service.?Interacts with guests on a regular basis to obtain feedback on service levels and overall satisfaction.?Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.Managing Projects and Policies?Implements the guest recognition/service program, communicating and ensuring the process.?Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.?Supervises same day selling procedures and optimum usage of the company s upselling program to maximize room revenue and control property occupancy.?Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.Supporting Projects and Policies Related to Front Office and Safety?Ensures compliance with all policies, standards and procedures.

Keyskills :
Assistant Front Office Manager Night - The Abu Dhabi EDITION