Assistant Front Office Manager FS

Job Description

Participates in the development andimplementation of strategies for Front Office, bell stand, parking,transportation, One Touch Service, Business Centre and reservations thatsupport achievement of the hotel s goals. Manages the operation ofthe front office - rooms and related areas during assigned shifts Creates thefirst impression and leads by example. Supervises the door, bell, parking,transportation, operator, reservations and front office areas utilizing the RHGoperating standards. Participatesin the development and implementation of processes and procedures for assigneddepartments which support. Achievement of service and financial goals. Assumesresponsibility for supervision in the absence of department heads; communicatesdaily with department heads regarding areas of concern. Provides ExecutiveAssistant Manager-Rooms and Assistant Front Office Manager/Department Headswith summary of activities during shift by preparing and distributing writtenlog daily. Representsthe hotel contact to the general public Meet andgreets all VIP guests. Checking thearrival list for the day including VIP s. Inspecting ofVIP rooms prior to arrival. Ensuring allguest room preferences are carried out accordingly to the guest profiles. Assists thefront desk and lobby during peak periods. Liaise withthe housekeeping department on a day to day basis to ensure communication linesare seamless. Prepares and analysesreports in order to develop an informative database for decision making and tocommunicate upcoming business throughout the hotel. Analysesbusiness forecasts and schedules accordingly. Ensures thatfront desk handles billing and cash in accordance with hotel s standards. Plans andcoordinates hotel housing activities by working closely with Sales, Catering,Housekeeping and other departments. Ensuresseamless transition during shift changes by developing and implementingprocesses for shifts to communicate with one another Insuresproper customer relations and safe guards the hotel interest by resolving andtaking appropriate actions on all customer complaints and or/problems. Review andunderstand Brand Standards for RadissonHotels. Prepare andcheck for the next day s arrivals. Assumesresponsibility for overall security of the hotel Assures fullsecurity for customers, hotel personnel and property by working closely withHotel Security. Overseesemergency operation to insure customer safety and minimize hotel losses andliability. Takescorrective action during emergency; files appropriate reports to supervisors. Understandthe hotel s emergency and evacuation response plans implemented by the hotel. Review the RHGsafety and security / Manager on Duty program guidelines. Calls GeneralManager and Executive Management Team / Executive Assistant Manager- Rooms / AssistantFront Office Manager for any fire, bomb threat, burglary or death that hasoccurred in the hotel premises. Managing andsafekeeping the Grand Master Key while on Duty. Follow theincome audit guidelines implemented by RHG. Providesemployees with the information needed to perform their job effectively. Orients employeesto the department and hotel and provides on-the-job training and on- the-jobresponsibilities. Prioritizesand assigns work. Providesfeedback to the employee and department manager on the employee s performanceof job responsibilities. Creates 100% guest satisfaction by providing the Yes I Can! Experiencethrough performance that demonstrates the standards of, genuine hospitality andexceeding guest expectations. Givespersonal attention, takes personal responsibility and uses teamwork when providingguest service. Listens,apologizes with empathy, finds a solution and follows through when resolvingguest problems. Provides YesI Can! genuine hospitality and teamwork on an ongoing basis. Assumes theresponsibility to notice when the guest is not satisfied and uses their bestjudgment as to when it is appropriate to use the 100% Guest Satisfaction. Performsother duties required to provide the service brand behaviour and genuinehospitality. Adheres to hotel policies and procedures Ability to manage all emergencies, guest and employee accidents and actappropriately to achieve a satisfactory outcome. Keeps Manager promptly and fully informed of all problems or unusualmatters of significance. Performs all duties and responsibilities in a timely and efficientmanner in accordance with established company policies and procedures toachieve the overall objectives of this position. Maintains a favourable working relationship with all other hotelemployees to foster and promote a co-operative and harmonious workingenvironment. At all times projects a favorable image of the Hotel to the public.