About the Role:
The Assistant Front Office Manager (Temporary) plays a pivotal role in ensuring the smooth and efficient operation of the front office within a hospitality setting. This position is responsible for supporting the Front Office Manager in overseeing daily activities, managing staff, and delivering exceptional guest service to enhance overall guest satisfaction. The role requires coordinating with various departments to maintain seamless communication and operational flow, especially during peak periods or special events. The Assistant Front Office Manager will also handle guest inquiries, resolve issues promptly, and ensure adherence to company policies and standards. Ultimately, this position contributes significantly to creating a welcoming and professional environment that upholds the reputation of the establishment.
Minimum Qualifications:
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High school diploma or equivalent; post-secondary education in hospitality or related field is preferred.
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Previous experience in a front office or guest service role within the hospitality industry.
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Strong knowledge of front office operations, including reservation systems and guest management.
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Excellent communication and interpersonal skills to interact effectively with guests and team members.
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Ability to work flexible hours, including weekends and holidays, as required in a hospitality environment.
Preferred Qualifications:
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Certification in hospitality management or related professional training.
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Demonstrated leadership experience in a supervisory or assistant managerial role.
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Knowledge of local tourism and attractions to provide informed recommendations to guests.
Responsibilities:
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Schedules guest service agents, bell persons and night audit.
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Oversees and participates in guest registration.
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Motivates staff and establishes a productive working environment for hotel.
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Achieves budgeted revenues and expenses and maximizes profitability related to the rooms department.
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Assists revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
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Analyzes and generates reports and communicates information to employees and appropriate departments.
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Assembles, tracks and interprets financial and operational plans for the rooms department, to include the annual hotel budget.
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Knowledgeable of hotel property, amenities, area attractions and transportation.
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Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
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Maintains procedures for security of monies, guest security and emergency procedures.
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Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
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Responds quickly to guest requests or complaints in a friendly manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction.
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Presents themselves in a professional image at all times through appearance and dress.
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Follows company policies and procedures and is able to effectively communicate them to subordinates.
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Actively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
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Oversees their reviews, training and development to achieve hotel service quality standards.
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Conducts regular training regarding safety, security, department procedures and service guidelines.
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Fulfills Manager on Duty shifts.
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Ensures hotel is in compliance with all federal, provincial and local laws, including OHS and human rights.
Skills:
The required skills such as effective communication and guest service are essential for daily interactions with guests and team members, ensuring clarity and professionalism. Organizational skills are used to manage staff schedules, coordinate with other departments, and maintain operational efficiency. Problem-solving skills enable the Assistant Front Office Manager to address guest concerns promptly and implement solutions that enhance satisfaction. Familiarity with reservation and property management systems facilitates accurate booking and billing processes. Preferred skills like bilingualism and leadership experience further enhance the ability to serve a diverse clientele and support the front office team effectively.
