Assistant Front Desk Manager

Role Overview

Assistant Front Desk Manager at Boutique Group. The role supports the Front Office Manager in overseeing front desk operations, managing guest check-ins and check-outs, handling reservations, addressing guest inquiries, and ensuring the front desk team delivers exceptional customer service.

Role Purpose

To support front desk operations by managing staff, maintaining high service standards, ensuring operational efficiency, and directly contributing to guest satisfaction and the hotel's reputation.

Key Responsibilities

Guest Experience & Service

• Ensure delivery of exceptional guest experiences by maintaining high service standards and attention to detail throughout front office operations.
• Assist in developing and implementing strategies to consistently exceed guest expectations and enhance guest satisfaction.
• Coordinate room assignments to maximize occupancy rates while accommodating guest preferences and special requests.
• Assist in inspecting VIP rooms and addressing complex inquiries to attend to guest needs effectively.

Operational Efficiency

• Oversee day-to-day operations of the Front Office, ensuring smooth functioning during shifts.
• Address guest complaints in a timely and professional manner, coordinating with other departments as needed to resolve issues.
• Act as the Manager on Duty, responsible for Front Office operations during assigned shifts, handling guest complaints and related problems, and reporting them appropriately.
• Collaborate with other department heads to ensure seamless coordination and communication across all hotel departments.
• Check and resolve room and person discrepancies as reported by Housekeeping, operating the OPERA Management system to assist the Front Office Team.

Financial Performance

• Ensure accurate and secure processing of all guest payments, including credit cards, cash, and other forms of payment.
• Manage the front desk cash drawer, including cashing out at the end of shifts and ensuring all funds are accounted for.
• Prepare financial reports related to front desk operations, such as daily revenue summaries and end-of-day reports.
• Approve and sign for petty cash, rebates, and other transactions as required by Front Office cashier operations.

Health, Safety, and Regulatory Compliance

• Ensure compliance with all applicable regulations and standards related to the Front Office, including health, safety, and security.
• Maintain a safe and secure environment for guests and staff by implementing appropriate security measures and emergency response protocols.
• Conduct regular inspections to identify potential hazards and take necessary corrective actions.
• Stay informed about industry best practices and implement necessary changes to maintain compliance.

Leadership & Team Development

• Assist in recruiting, training, and supervising front office staff, providing guidance and support.
• Provide leadership and create a positive work environment, fostering teamwork and productivity.
• Conduct regular performance evaluations, provide constructive feedback, and implement necessary training and development initiatives.
• Foster a culture of excellence and continuous improvement within the front office.

Skills & Competencies

• Passion for growth and development, encouraged by personal success.
• Courage, self-confidence, and professionalism, especially in extraordinary situations.
• Trust and confidence in others; effective delegation and self-management.
• Proficiency with OPERA Management system.
• Strong financial acumen and cash handling expertise.
• Excellent communication and conflict resolution abilities.