Asst. FOM Job Desc
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Position: Assistant Front Office
Manager
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Level: 2b
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Reports to: Front Office Manager
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Responsible for: Front Office Operations
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Unit: Single Unit
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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
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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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