Reporting to the Front Office Manager (FOM), you will assist in managing smooth day-to-day hotel operations and collaborate with multiple departments to enhance guest experience and operational efficiency.
Responsibilities
- Collaborate with the guest experience team to monitor VIP guest wellbeing, solicit feedback, resolve service and product issues, and enhance overall guest satisfaction
- Assist the FOM in monitoring staff conduct and job performance to ensure a positive corporate image is consistently projected to guests
- Lead upselling initiatives and conduct monthly reviews to achieve revenue targets and identify staff strengths and areas for improvement
- Monitor room inventory to maximize room utilization and revenue generation, including managing group allotments to optimize occupancy
- Partner with the Service Quality champion to uphold LQA standards and coordinate regular staff training programs
- Work closely with the FOM to meet or exceed monthly targets set by senior management
- Maintain cash float amounts aligned with expected occupancy levels
- Conduct monthly section meetings with section leaders to evaluate performance and recommend improvement strategies
- Manage front office operations during the FOM's absence, ensuring continuity and operational excellence
- Execute additional tasks or assignments as directed by the FOM and/or Director of Operations
Required competencies and certifications
- Demonstrated expertise in front office reception functions with at least 8 years of experience as a Duty Manager, or Assistant Front Office Manager
- Proficient in using the Opera Cloud system for front office operations
- Strong communication skills to effectively engage with staff and guests
- Ability to perform effectively under pressure in a fast-paced environment
- High level of flexibility and adaptability to changing operational needs
- Ability to work on weekends and public holidays
