Assistant Front Office Manager

Roles and responsibilities

• Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards
• Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes
• Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
• Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
  
  

What are we looking for?

At Hilton Dubai Palm Jumeirah, an Assistant Front Office Manager serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous supervisory experience in Front Office within the hotel/leisure/retail
• High level of IT proficiency
• High level of commercial awareness and sales capabilities
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

Desired candidate profile

An Assistant Front Office Manager (AFOM) plays a vital role in the daily operations of the hotel’s front office, ensuring that guest check-ins, check-outs, and inquiries are handled efficiently and professionally. They assist the Front Office Manager in managing the front desk team, overseeing guest services, and maintaining the overall guest experience. Below are the key skills required for an Assistant Front Office Manager:

Leadership and Team Management

• Team supervision: Lead, motivate, and guide the front office team, including receptionists, guest service agents, and bell staff, ensuring a high level of performance.
• Training and development: Provide training to front desk staff, ensuring they understand procedures, policies, and customer service expectations. Mentor junior staff to help them grow in their roles.
• Performance management: Monitor staff performance, providing feedback and conducting regular evaluations to improve the quality of service.
• Conflict resolution: Handle team conflicts professionally, maintaining a positive and productive work environment.

Guest Service Excellence

• Guest satisfaction: Ensure all guest requests are met promptly and efficiently, maintaining a high level of guest satisfaction and loyalty.
• Problem-solving: Address guest complaints, concerns, and requests effectively, ensuring issues are resolved in a timely manner and guests leave satisfied.
• Personalized service: Lead efforts to provide personalized guest experiences, remembering preferences, and offering recommendations based on guests’ needs.
• VIP and special guest management: Handle VIP or high-profile guest reservations and requests, ensuring they receive exceptional service.

Front Desk Operations Management

• Guest check-in/check-out: Oversee the check-in and check-out process to ensure efficiency and accuracy in billing and room assignments.
• Reservation management: Supervise the handling of room bookings, cancellations, and modifications, ensuring optimal room occupancy.
• Room assignment: Manage room allocation, ensuring that guest preferences are met and that rooms are assigned efficiently.
• Billing and payments: Ensure accurate billing processes, handling any discrepancies in charges or payments, and ensuring smooth check-out experiences for guests.

Communication and Interpersonal Skills

• Clear communication: Communicate effectively with guests, staff, and other departments to ensure smooth operations and guest satisfaction.
• Multitasking: Handle multiple tasks simultaneously, including managing guest requests, overseeing the front desk staff, and resolving issues, especially during busy times.
• Interpersonal skills: Build rapport with guests and maintain professional relationships with staff, ensuring that everyone is motivated to deliver excellent service.