Assistant Front Office Manager

General Information

Country/Region United Arab Emirates Province/City Abu Dhabi Location Rosewood Abu Dhabi Department Rooms - Front Office Job Type Full-time Permanent

Job Description

OVERVIEW/BASIC FUNCTION: Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:

a. All hotel features/services, hours of operation b. All room types, numbers, layout, decor, appointments and location c. All room rates, special packages and promotions d. Daily house counts and expected arrivals/departures/ VIP’s e. Room availability status for any given day f. Scheduled in-house group activities, locations and times g. All hotel and departmental policies and procedures

• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within minutes.
• Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of guestroom access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

a. Contracted banks b. Shortages/overages c. Late charges d. Petty cash/paid outs e. Adjustments f. Posting charges g. Making change for guests h. Cashing personal/travelers checks i. Payment methods/processing j. Settling accounts k. Closing reports l. Cashier reports m. Balancing receipts n. Dropping receipts o. Securing banks

• Review previous night's no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist staff with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
• All other duties as required.
  

About Us

Located on Al Maryah Island at the core of Abu Dhabi’s new Central Business District (CBD), Rosewood Abu Dhabi is a five-star luxury hotel inspired by the glistening Arabian Gulf, reflecting the history, architecture, and culture of Abu Dhabi. You will discover spacious guest rooms, fine dining, and world-class amenities married to stunning views.