Assistant Manager Front Office

Job Description

PRIMARY RESPONSIBILITIES:

• Works under the guidance of the Front Office Manager.
• Assists in achieving a maximum occupancy and average rate at all time.
• Supervises day to day operation.
• Ensures a high standard of service given to guests.
• Works closely with all departments, especially with Sales and Banquet, and ensures that tours, groups, conventions or cooperate clients are handled properly.
• Reviews, maintains and amends systems and procedures within the department.
• Assists Rooms & Guest Services Manager in greeting and escorting important or very important guests (VIP).
• Supports training programs and trains staff in accordance with company standards and policies.
• Monitors guest feedback and informs Rooms & Guest Services Manager or EAM when necessary.
• Informs Rooms & Guest Services Manager or EAM of all developments, special occurrences (e.g. accident or theft) and documents the events.
• Reports the special occurrences in the logbook.
• Handles all emergencies, accidents etc. with security and provides required documentation in logbook.
• Ensures that all tasks are completed by the end of the shift.
• Ensures that all news Rooms & Guest Services staff understands the hotel and company policies and standards.
• Ensures a smooth operation in the Communication Center and in the Business Center.
• Works with all pre-set budgetary limits.
• Handles guest complaints professionally.
• Prepares all reports as required.
• Inspects all areas of the operation for cleanliness and security.
• Controls the flow of the lobby and the front entrance.
• Prepares himself/herself to handle any emergency that may occur in the hotel.
• Is familiar with company policies and standards (Rooms & Guest Services policies and emergency procedures).
• Performs other duties as assigned by Rooms & Guest Services Manager or EAM.
  
  

• Acknowledges and screens daily work schedule.
• Conducts daily briefing and de-briefing in the absence of the Department Head.
• Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business.
• Establishes two-way communication with related departments.
• Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
• Manages time effectively by meeting deadlines on time.
• Administers personnel action on leaves & overtime requests, disciplinary actions and commendation.
• Identifies and solves problems in a professional manner.
  
  

• Knows and understands the job description of all positions in his/her department and beware of others.
• Knows and understands policies relating to his/her department and others.
• Recognizes good quality products and presentation.
• Checks and improves all service standards established by the company.
• Supervises staff activities to maximize revenue and minimize costs.
• Provides assistance to the staff when required during peak periods.
• Maintains grooming standards for all personnel.
• Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency.
• Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources.
  
  

• Communicates effectively with guest, clients, business partners and staff.
• To be a good sales person to promote hotel’s image and businesses.
• Participates community projects or activities in order to promoting the hotel’s image and cooperation to improve community relationship.
  
  

• Coaches and counsels all staff when applicable
• Evaluates objectively the performance of staff in his/her responsibilities.
• Provides training to all staff in his/her department regularly.
• Motivates staff to grow within the company.
• Develops him/herself to be better manager at all times.
  
  

• Reports to General Manager and if applicable works closely with designated Corporate Office.
• Directs and supervises activities of the departments concurred.
• Coordinates with other managers to ensure smooth operations and all activities of the hotel.
• Interacts with clients, guests, government officials, supplies, and other important individual in the community in promoting the hotel.
• To be able to communicate with guests effectively and efficiently.
  
  

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.
  
  

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
  
  

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”
  
  

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
  
  

• Minimum education of Bachelor degree in Hotel Management or relevant discipline.
• Minimum of 5 years in Front Office experience.
• Knowledgeable in Front Office Operation.
• Have good English communication skills both in written and spoken.
• Possess professional disposition with excellent interpersonal skills.