Assistant Front Office Manager

Job Purpose The Assistant Front Office Manager for Hotel is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP’s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with InterContinental standards and legislative requirements. Key Performance Areas Shift Supervision Put in place staff scheduling and duty allocations to ensure maximum coverage Handle shift briefings / handovers / shift reports Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc. Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet Report and resolve any issues experienced Manage the control of stock and operating equipment as per SOP for the department Cash-ups at the end of the shift Complete shift reports Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake) Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences Front Office Operations Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests. Oversee and supervises guest arrivals and departures with the front office team Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information Maintain master key control for the shift Review daily front office work and activity reports generated by night audit Supervises the management of debtors, group and individual guest invoicing and cash operations. Conduct cash-up procedures, verifying all bank deposits at the end of the shift Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied. People Supervision Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures Identification of employee training needs Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet Supervise employee relations within the department Staff communication and motivation Performance contracting, reviews and development Assist in providing resources and removing obstacles to performance On boarding of new staff members Financial Control Authorise spend in line with budget Report on any variances for the department Delivered Customer Experience Ensures that guests are treated with courtesy and respect at all times Interact with guests and provide professional service standards and solutions Handle any escalated complaints, disputes and suggestions as required Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc. Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities; Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience