Kamis, 29 Maret 2012

Asst. FOM Job Desc

Position:                    Assistant Front Office Manager
Level:                        2b
Reports to:                Front Office Manager
Responsible for:        Front Office Operations
Unit:                          Single Unit

Main Role & Objectives:
Ø  Responsible for the sales, the organisation and the quality of the services delivered to the customer for the Front Office department.
Ø  Perform any other duties that may be assigned from time to time by Managers in the both properties

Main Tasks & Responsibilities:
Ø  Replace efficiently the Front Office Manager and the Night Manager during their day off or holidays.
Ø  Define the organization of work to be performed by the staff, and supervise, co-ordinate and plan daily activities of personnel.
Ø  Responsible for the Front Office, Cashiering, Bell Desk, Drivers, and Airport Representatives.
Ø  Ensure that the standards of the Brand and all associated procedures are applied on a day-to-day basis.
Ø  Ensure that there is compliance to all work legislation in the department.
Ø  Organise department related activities.
Ø  Pay special attention to proper upkeep of the hotel, especially of the front desk, hallways, the lobby and the Parking lot.
Ø  Develop a spirit of application, service and creativity in the team.
Ø  Be aware of room status and also the competitors’ status.
Ø  Assist all Front Desk activities when needed.
Ø  Attend VIP’s arrival.
Ø  Maintain good public relation with guests and customers.
Ø  Maintain and improve quality service in Front office·
Ø  Ensure that the Front Office team welcomes the customer properly.
Ø  Ensure guests are attended quickly and any complaints handled tactfully and diplomatically
Ø  Receive and deal with verbal complaints.
Ø  Forward to FOM or Duty Manager when necessary.
Ø  Control the follow up of all procedures.
Ø  Ensure that all entries in the logbook are read and followed up if necessary.
Ø  Ensure that there are ample stocks of all items needed and initiate requisition for supplies running low.
Ø  Train junior staff.
Ø  Prepare and check the work schedules.
Ø  Conduct meetings.
Ø  Brief front-office staff on events, promotions etc.
Ø  Attend departmental meetings and training programs. ·
Ø  Monitor and report performance of staff to FOM, with regards to punctuality, efficiency, etc.
Ø  Ensure that there is a good working environment for all employees.
Ø  Check credit limit report and follow up accordingly.
Ø  Optimise the occupancy rate and average room rate.
Ø  Check discrepancy report and action accordingly.
Ø  Check the management of “no-show”
Ø  Liase with reservation, with all immigration issues (Visas)
Ø  Make sure that an ACCOR and Brand policies are respected
Ø  Aware about local requirements (follow up and responsible for DTCM and Police requirements

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