Assistant Front Office Manager

Job description

Key tasks

• Fully in-charge of the Front Office Operation when FOM is not availabl
• Control the duties assignment and shifts to employees and supervisors to ensure the adherence to hotel policies and standard operation procedures.
• Maintain constant check of service standards to assure the consistency and efficiency of hotel’s service, quality, policies and practices.
• Supervise the activities of the Duty Managers and coordinate with the Front Office Manager for the daily guest satisfaction in relation to complaints/problems.
• Maintain frequent contact with guests and VIPs and deal efficiently regarding special requests, reservations, complaints on the accommodation or other functional areas of the hotel and strives for the satisfactory and speedy adjustments of complaints, special requests, etc.
• Set up monthly general cleaning schedules for Front Office and coordinate the works.
• Check medallia result with Quality Manager and prepare accordingly the action plan.
• Fully understand and master all Front Office Standard Operation Procedures, Fire Manual, Employee Handbook, all Frequent Flyer Programs and Loyalty Programs
• Attend meeting and briefings as scheduled.
• Assist the FOM and DOR in administrative works.
• Ensure that all sections are well manned according to the business level
• Check all section’s logbooks and make sure the necessary follow up are properly done.
• Double check the preparation of VIPs, Group arrival and Group Departure.
• Implement new departmental policies and procedures as determined by the management

Sofitel and its Ambassadors

The Sofitel brand is based on three core values guaranteed by each employee every day:
A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness.

Through their actions and know-how, the Men and Women that are the creators of Sofitel’s luxury, offer clients a highly personalised service. By transforming every detail into a unique moment of pure comfort and elegance , they create and nurture a relationship with their guests.
The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential English (Primary tongue)

Essential and optional requirements

• To ensure and oversee that all the Front Office team shift procedures and duties are completed on time and are procedurally correct.
• To Supervise and assist the reception manager, guest relations, telephone operators, bellmen, drivers and executive club lounge roles and duties daily.
• To create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
• To ensure that all the staff adhere to all policies and procedures established by the hotel management.
• To establish on-going On Job Training Programs within the department to meet Brand and Service Standards.
• Responsible for receiving and escorting all VIP’s LCAH.
• Handling guest complaints with confidence and finding appropriate service recovery.
• Maintain constant check of service standards to assure the consistency and efficiency of hotel’s service, quality, policies and practices.
• Ensure that all sections are well manned according to the business level
• Responsible for ensuring all Financial and Audit Procedures are respected
• Implement new departmental policies and procedures as determined by the management
• Any other duties as may be assigned by the management.

·  Excel
·  Power Point
·  Word
·  Opéra