Assistant Front Office Manager
Jakarta, INDONESIA Administration
Job description
Job Description
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To oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
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To represent Front Office Function within Room Division in the absence on Front Office Manager
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Assist to maintain Front Office report including but not limited to Room Upselling and Hyatt Membership.
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Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
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Ensures that Front Office employees provide excellent service to internal customers as appropriate.
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Ensures that all Front Office employees are aware of current promotions, policies and other important information.
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Ensures that all Front Office employees are familiar with the hotel's products and services.
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Assist to implement consistent guest recognition programmes and maintains a relevant guest history database.
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Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
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Personally and frequently verify that guests are receiving the best possible hospitality and experience during the Arrival, stay and departure.
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To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
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To ensure that the Front Office operates with the lowest possible cost structures while also delivering on the brand promise to the guest, proactively managing cost based on key performance indicators
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Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
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Assists Front Office Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times
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To monitor Room standards in general, give suggestion to Department Head to take corrective action where necessary.
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To work closely with the Housekeeping and Engineering Department to block rooms as necessary for maintenance.
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Liaises and organizes with Housekeeping Department that the established cleaning schedules for VIP's in - house and arrivals are strictly adhered to.
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Coordinates all Repair and Maintenance and reports maintenance job orders through HOTSOS
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Ensures that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
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Assists in the recruitment and selection of all Front Desk employees if appropriate. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.
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Assist the Front Office Manager to oversee the punctuality and appearance of all Front Desk employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
· Ensures high standards of personal presentation and grooming.