Assistant Manager - Front Office

Responsibilities :

• High Guest Services Management
  
• Ensure High departmental QMS Score & proper, timely response of departmental tickets. Ensure guest privacy, safety and security at all times within

Hotel premises

• Work towards increasing Trip Advisor Satisfaction Score as per UGM
  directions. To ensure constant follow-up on guest history.

Team Management

• Trains, cross –train, and retrains all Front Office personnel. To set a high standard of work
  performance and attendance of all employees of the department and by consistent
  supervision ensure the maintenance of departmental standards.
  

Cost Management

• Improving their Room Contribution & controlling cost per room
  night. Maintain low departmental Attrition Rate
  

Yield management

• Maximize room revenue and occupancy by reviewing status
  daily. Accurate Room inventory to achieve desired
  profitability.
  
• Preparation of departmental capital and operational budgets.
  
• Ensure Rates & Inventory are maintained on Channel Manager & all online Channels as
  per hotel service design.
  
• Parity across all distribution Channels
  
• Co-ordinate with the sales department for sales
  promotion Meet Club ITC Enrolment Targets
  
• Increase Front Office Ancillary revenues
  

Process Management

• Responsible for adherence to all statutory requirements such as C-forms, Arrival and departure reports, encashment certificates, etc.
  
• Ensures room folios are correctly maintained and payment received as per billing instructions given
  
• Ensures all records and documents are maintained as per standards laid down by the management
  
• To send out periodic statistical data to the concerned departments & Corporate Office.
• High commitment towards maintaining Brand Standards
  

Cyclic Work

• Ensures prompt, courteous and accurate service to all guests

• Responsible for proper yield management of room inventory to achieve desired profitability

• Responsible for the preparation of capital and operational budgets for his department
• Responsible for Recommending changes in methods, equipment and staff as per requirement
• Ensures safety and security of guest belongings in guest rooms, luggage room and guest lockers
• Ensures room folios are correctly maintained and payment received as per billing instructions given
• Responsible for adherence to all statutory requirements such as C-forms, Arrival and departure reports, encashment certificates, etc
• Ensures guest privacy, safety and security at all times within Hotel premises
• Makes conscious and continuous endeavour to meet new clients and maintain congenial relationship with existing clients
• Ensures all records and documents are maintained as per standards laid down by the management
• To control group and individual reservations to ensure maximum occupancy
• To co-ordinate with the sales department for sales promotion
• To ensure that policies and procedures laid down by the management are followed
• To maintain good relations with present and prospective clients
• To control day to day credit given to guests
• To co-operate with other departments so that the total activity contributes to ultimate satisfaction of guests To set a high standard of work performance and attendance of all employees of the department and by consistent supervision ensure the maintenance of departmental standards
• To ensure constant follow-up on guest history
• To ensure the completion and follow-up of new and pending maintenance work related to their Area
• To ensure sales calling if required for promoting business as per UGM directions
• To send out periodic statistical data to the concerned departments & Corporate Office
• To train the Front Office staff in co-ordination with the training manager Responsible for preparing duty rosters for FO team
• Ensure High departmental QMS Score & proper, timely response of departmental tickets
• Ensure Rates & Inventory are maintained on Channel Manager & all online Channels as per hotel service design

• Strong organizational and time management skills
• Excellent eye for detail and ability to work with the team in tight deadlines
• Innovative, self-starter who is highly creative with excellent ability to develop strong and influential relationships at all levels of the organization
• Advanced PC skills including Word, Excel, PowerPoint and Outlook
• Demonstrated effectiveness in written and verbal communication
• Business Travel As and when required.
• Education/Experience Education 3 years diploma or graduation with relevant training and experience in hotels.
• Experience Experience with creating a culture of practical and trainings for all operating procedures.
• Collaboration and teamwork, capable of compiling and analysing customer related data to guide, to make strategic planning for improvements.
• Mentoring down the line people working with the department for improved future customer service while maintaining brand standards.
• 5-6 years of relevant experience in same or similar role.

FPHL Leadership competencies

STRATEGIC MINDSET

• Demonstrates foresight
• Demonstrates conceptual ability
• Displays ability to sense emerging changes.
• Spots trends and patterns and identified key issues from a mass of data/information.
• Grasps information quickly; picks up nuances, subtleties.
• Understand hoe his/her role impacts others in the function.
• Displays a logical thought process in day to day operations.
• Information from diverse sources to make effective ground level decisions.
• Recognises implications of decisions and alternatives.

CUSTOMER FOCUS

• Can see things through the 'eyes of the customers.'

• Is aware of internal and external customer needs.

• Has a fair understanding of the business.

• Looks at work issues from the customers' point of view.

• Is always pre-occupied with delivering the value preposition of the business.

• Displays an understanding of the existing infrastructure, processes and tools used to deliver quality products and services.

• Is able to discern the various elements of the company's competitive vis a vis competition

MAKING THINGS HAPPEN

• Energetic, competitive, persuasive and results oriented.
• Has knowledge of internal and external resources.
• Come up with fresh ideas.
• Demonstrates a high degree of preparedness.
• Displays a good planning, organizing, prioritizing and monitoring skills.
• Displays cost consciousness and an overriding desire to get best value for money spent.
• Takes regular feedback and guidance to successfully achieve planned outcomes.
• Exhibits initiative in taking on higher responsibilities and works beyond his area.
• Contributes meaningfully to discussions involving his/her area. Uses mistakes as learning opportunities. Is open to feedback. Enhance knowledge /skills base on an ongoing basis.
• Execute all relevant compliances and documentation within prescribed schedules.

LEADING CHANGE

• Enthusiastic about changes
• Is imaginative
• Thinks out of the box
• Can quickly comprehend the need for the change.
• Open minded when presented with the new perspectives.
• Is comfortable with and gets used to new situations easily.
• Is able to identify and remain focuse4d to achieve desired results even in unstructured situations.
• Asks questions. Challenges and suggests alternatives and more effective ways executing tasks.
• Listens attentively. Shares appropriate information.
• Relates to people at all levels.

Skills: Innovative, Excel

Experience: 0.00-0.00 Years