Assistant Front Office Manager

Job description

Key tasks

1- Customer relations
• Develops high quality relationships with guests throughout their stay
• Handles any guest complaints or contentious issues that cannot be settled directly by receptionist or the Receptionist Team Leader, providing a rapid solution

2- Professional techniques/ Production
• Communicates with the other departments
• Ensures that guest documentation is available and up-to-date
• Supervises guest welcoming operations and room sales
• Coordinates the front office team
• Organizes and plays an active role in welcoming guests
• Organizes guest arrivals and departures with the team
• Prepares the hotel room status report (number of occupied rooms compared to the number of rooms sold)
• Is responsible for the completion of official guest indemnification forms
• Ensures that internal procedures are duly applied
• Checks room reservations and the VIP guest list
• Keeps track of the standard of services delivered, based on guest comments and quality audits
• Is capable of moving people from their rooms and handling difficult situations

3- Team management and cross-departmental responsibilities
• Modifies working methods to comply with the brand philosophy
• Prepares action plan in conjunction with the Front Office Manager and passes it on to teams
• Helps connectors manage their stress
• Involves and motivates teams on a day-to-day basis
• Helps integrate newcomers to the team
• Trains team members
• Applies and respects labor legislation
• Ensures that the organization and size of the team (receptionist & welcomers) match the level of hotel activity on a daily basis

4- Commercial/ Sales
• Ensures the whole team is up-to-date with the sales priorities for the day, as initiated by the Front Office Manager
• Innovates to improve the welcome provided for guests and organization within the teams
• Ensures application of the hotel’s pricing policy
• Is familiar with the hotel’s environment and competitor hotels
• Ensures guests are satisfied with their stay as they leave, informing his/her superior if necessary

5- Management and administration
• Takes part in preparing the rooms pricing policy and in increasing REVPAR
• Motivates and drives the team to meet the department’s quantities targets
• Closes total cash operations and resolves any discrepancies in the balance
• Carries out the month-end closing operations, ensuring sufficient funds for upcoming invoices
• Checks the guests’ ongoing bills every day
• Checks the previous day’s statistics (occupancy rates, average room rate, number of people etc.)
• Ensures security of revenue and money flows
• Undertakes any necessary actions in order to recover debt
• Updates dashboard charts
• Manages travel agent commissions and any litigation

6- Hygiene/ Personal safety/ Environment
• Knows the safety regulations and ensures their application
• Keeps the workplace clean and tidy
• Ensures the safety of people and property the hotel
• Respects and ensures respect of the hotel’s commitments to the “Environment Charter” (saving energy, recycling, sorting waste etc.)

Pullman and its people

The Pullman promise is built around its three values: commitment, adaptability and creativity , and these are orchestrated throughout the hotel by a specific human resources and management policy:

• Body & Soul, the service attitudes model developed by Pullman

• Welcomer, Quality & Attitude Manager, Event Manager - some of the new Pullman professions

• A Pullman “school” of leadership, focusing on creativity.

Desired profile

Skills

Level of Education Bachelor / Licence
Areas of study Hospitality Management
Professional experiences 1 to 2 years
Languages essential Vietnamese (Primary tongue)
English (Working level)

Essential and optional requirements

Education / Professional experience
• Degree in Business Administration school or Hotel Management School
• Minimum one years’ experience in the position of Assistant Front Office Manager
• Computer literate: Opera, PowerPoint, Word, Outlook
• Languages: fluent in Vietnamese and English language (both spoken and written)