Assistant Front Office Manager

The W.P.T. Directory of Job Descriptions

Assistant Front Office Manager

Hospitality

JOB TITLE

PLACE OF WORK

Front Office

SCOPE AND GENERAL PURPOSE

Responsible for organizing, planning, directing and controlling of the Front Office Reception / Cashiers, Reservations, Concierge and Switchboard

RESPONSIBLE TO

Front Office Manager

RESPONSIBLE FOR

Shift Leaders
Supervisors
Receptionists/ Cashiers
Reservations
Concierge and
Switchboard Operators

LIMITS OF AUTHORITY

May not make statements to the press.
No purchasing of operating equipment without General Manager’s approval.
No new employment / termination of employment without General Manager’s approval.

MAIN DUTIES

Responsible for the operational side of Front Office
Maintaining corporate standards and ensuring that they are adhered to at all times
Ensuring that all staff know procedures and standards required within their sections and keeping workstations tidy at all times
Attitude towards guests (most important)
Attitude towards other members of staff and superiors
Personal attitude of all Front Office Staff
Appearance, personal hygiene and uniforms of staff
Improving efficiency of above through better methods and training.

Switchboard

Ensuring that all calls are answered promptly, efficiently and courteously.
The proper direction of all calls to guest rooms or management
The correct handling of all messages and the prompt deliver of such to Concierge
The correct selection of piped music and playing times of house videos.
Monitoring of all group and aircrew wake-up calls
On the job training and regular meetings

Reception/Cashiers

Checking of allocated guest rooms prior to guest arrival
VIP’s are to be welcomed to the hotel and escorted to their rooms where applicable
The monitoring and maintaining of all guest check-ins,
Regular safe deposit checks and mail checks
Keeping an eye on staff attitudes, social skills with guests and ensuring that there is never less that 2 Receptionists on the desk at one time.
The correct handling of groups – arrivals, luggage, account instructions, departures, staffing levels for groups
Proper channeling of all guest complaints received, according to hotel procedures and strict liaison with Front Office Manager with regard to these complaints.
Ensuring that all guests are advised of all the services offered by the hotel
The correct recording of statistics and room occupancy
Daily checking of accounts, ensure all manual postings are done and any late charges accounted for.
Monitoring all pre-lists and ensuring that no adjustments or discounts were done without approval.
Proper balancing of shift cash-ups and regular float checks and foreign currency checks.
The immediate follow-up of any bilker and strict liaison with Front Office Manager with regard to this.
Maintaining a strict credit control of all accounts, daily follow up where required and verifying of all walk-ins method of payments
Ensuring a daily pit-check is done, guest ledger checked by Front Office Manager and ensure that all city ledger folios submitted to Debtors are authorized and correct.
Immediate follow-up of any accounting problems, in liaison with Debtors
Monitoring of On-job-training and departmental meetings

Concierge

Ensure guest luggage is carried by Porters to/from their rooms on arrival/departure.
Proper tagging of all group luggage and ensuring it’s delivered to rooms as soon as possible.
Monitoring of drivers and commissionaires duties and ensuring Porte Cochere area is kept clear of traffic
Assisting of guests with regard to booking of tours, taxis, maps and general information
The directing of messages to guests and ensuring they are delivered promptly.
Regular vehicle checks and monitoring of regular services
Checking of private taxis and ensuring they are clean and drivers presentable
Checking of flags, correct time hung up and taken down.
Ensure that foyer lights are dimmed as well as lights in elevators, 17h30 during summer and 18h00 during winter.
Ensuring safety deposit box room is neat and tidy at all times
Ensure Concierge Department is fully staffed and kept tidy.
On-Job-Training and regular meetings

Reservations

The proper recording and accuracy of all information and messages to individuals and groups in the computer
Correct replying to reservations correspondence (telex, telephone, letters, mailers)
Ensuring and strict credit in liaison with Credit Manager
Channeling of all group inquiries to the Marketing/Sales/Head Office/Rooms Division Manager
Ensuring flagging and rates are correct to verify sales statistics
On-Job-Training and departmental meetings in conjunction with Reservations Manager