Assistant Front Office Manager

Job Description

Assistant Front Office Manager

Assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the policies, procedures and Kempinski Standards.

They are also responsible for upselling rooms to maximize the room revenue. They are scheduled to work on a different shift than the Front Office Manager, their job responsibilities are the extension of the Front Office Manager’s responsibilities to ensure continuity and maintenance of standards.

Key Responsibilities:

Direct front office operation such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and focus on guest’s satisfaction and needs.
Participate in the development, implementation and review of the policies, procedures, practices and standards.
Select, train, develop, schedules and manage the performance of direct subordinates to ensure the efficient running of front office operations.
Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling.
Maintain high visibility during peak period in order to ensure smooth running of operations, promote good public relations, take corrective actions and handle customers’ complaints to ensure their satisfaction.
Greet VIP guests upon their arrival and escort them to their room. Establish good rapport and offer assistance for the duration of their stay.
Coordinate front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Kempinski Standards in a safe and secure environment.
Identify training needs, plans training activities and oversee their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities.
Assist in the preparation of the annual budget and manning guide and manage within budgetary guidelines.
Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
Accomplish a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.

Experience:

Bachelor Degree in Hospitality Management or equivalent in any related field such as Administration or Tourism Management
3 years experience in a Front Office Management position
Preferably in an international five star hotel
Ability to work and communicate in a multinational environment
English – excellent oral and written skills
Additional language – beneficial

Technical Competencies:

Proficiency in Microsoft Office (Word, Excel and PowerPoint)
Advanced knowledge of Opera
Basic knowledge of Micros
Supervisory skills
Luxury Hotel Experiences
Good Communication skills

Individual Characteristics:

People Oriented
Passionate for European luxury
Entrepreneurial
Straightforward
Team oriented
Motivational
Planning/ Organization
Problem solving & Decision making
Adaptability/ Flexibility
Concern for quality
Results oriented
Cross cultural sensitivity
Customer service orientation
Listening and Communication Skills
Friendly and caring
Analytical thinking
Stress Management

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.