The incumbent in the position is responsible for 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 operating procedures and Kempinski Standards. He/she is also responsible for up selling rooms to maximize the room revenue. He/she is scheduled to work on a different shift than the Front Office Manager, his/her job responsibilities are the extension of the Front Office Manager’s responsibilities to ensure continuity and maintenance of standards.
OVERALL OBJECTIVES
The job of Asst FOM is executed satisfactorily when:
Revenues, Expenses and Profit are closely monitored and budgeted figures (over)-achieved.
LQA (Leading Quality Assurance) audit results are 87% and above.
ESS (Employee Satisfaction Survey) results are 85% and above.
MAIN RESPONSIBILITIES
• Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
• Participates in the development, implementation and review of the policies, procedures, practices and standards.
• Selects, trains, develops, schedules and manages the performance of direct subordinates to ensure the efficient running of front office operations.
• Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to Executive Floor Rooms, reinf
• Maintains high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction.
• Control the Upgrading of the rooms
• Greets VIP guests of level 4 to 7 upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay.
• Coordinates 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.
• Identifies training needs, plans training activities and oversees their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities.
• Assists in the preparation of the annual budget and manning guide and manages within budgetary guidelines.
• Keeps 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.
• Accomplishes a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.
• Preparing the Front Desk Weakly schedule and mentoring the business changes in order to have enough and proper manning for the operations
• Follow up on the Cash & credit limits for the in house guests
• Monitor the performance of the Front desk team according to the SOPs of the Company
• Monitor the stationary stock of the department.
• Report all activeties at the Front desk to the Front office manager (Guest Issues & staff issues)
• Any Other operational requirements to be assigned by the Front Office manager
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Job Details
| Date Posted: | 2014-07-02 |
| Job Location: | Amman, Jordan |
| Job Role: | Other |
| Company Industry: | Hospitality/Tourism/Travel |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | Jordan |
| Degree: | Bachelor's degree / higher diploma |
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Date Posted: July 02, 2014 at 11:47AM
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Assistant Front Office Manager - Kempinski Ishtar
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