Assistant Manager (Front Office)

Duties

• Assist and oversee the day-to-day operations of the Front Office team
• Supervise and monitor team members with true leadership ability that motivates the entire team.
• Take initiative to ensure all interactions with our guests are positive and productive.
• Ensure the smooth and efficient running of the Hotel's operation in absence of the General Manager/Senior Managers with a high level of customer service provided at all times.
• Actively resolve complaints and challenges presented by guests/customers.
• Apply decisions to reach a win-win situation on behalf of the Hotel and the guest/customer.
• Apply knowledge and empowerment to resolve an issue that may result in adequate compensation to the guest/customer.
• Effective use of the Front Office system to meet operational needs and produce accurate reports.
• Entertain guests providing positive interaction should the occasion arise.
• Ensure public areas are clean and well presented with regular monitoring.
• Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day.
• Process and assist with check-in and check-out of guests when needed.
• Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times. Rosters to be authorised by appropriate department head.
• Take responsibility for the health and safety of all visitors, guests and team members.
• Respond to and coordinate emergency situations.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.

Knowledge and Experience

• Diploma in Hospitality or Business Management or preferred.
• Minimum of 2 years of relevant experience in the hotel industry.
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera.
• Hold a valid Responsible Service of Alcohol certificate.

Competencies

• Possess the skills and training to actively resolve complaints and challenges presented by customers.
• Flexibility to work a varied roster including mornings, nights, weekends and public holidays.
• Maintain a high level of personal presentation as an ambassador for the hotel
• Understand and navigate complex stakeholder environments
• Strong focus and passion for hotel operations
• Sound understanding of emerging trends in the industry
• Demonstrated ability to coach, mentor, develop and inspire teams
• Confident and articulate communication, negotiation, relationship and networking skills
• Demonstrated business acumen with the ability to make sound decisions and understand commercial implications
• Ability to think strategically and plan on a mid to long term scale
• Strong personal integrity
• Good interpersonal skills with ability to communicate with all levels of team members
• Able to embrace and respond effectively to change
• Role model in Accor values and Heartist culture.