ASST FOM DUTIES AND RESPONSIBILITIES:
Customer Satisfaction (Guest Feedback, Social Media Review).
Financial Performance (Up selling, Room Revenue, Operation Auditing).
Showing Initiative, Problem Solving, Staff Training, Team Leading.
Manages and motivates the Front Office team in order to provide a high
standard of service for customers.
Welcomes guests and fosters customer loyalty through his/her friendly
Develops high quality relationships with guests throughout their stay.
Handles any guest complaints or contentious issues that cannot be
settled directly by team members and provides a fast solution.
Oversee and supervises guest arrivals and departures with the front
office executive and duty managers.
Provide high level of customer service and maintain a high profile in the
day to day front office operations.
Ensure that personalized service is offered to each and every guest.
Ensures that the pricing policy and internal audit procedures are duly
Supervises the management of debtors, group and individual guest
invoicing and cash operations.
Monitor all executive floor executives to ensure maximum guest
satisfaction through personal recognition and prompt cordial attention
from arrival through departure.
Review arrival list for all arrivals and VIPs to check room allocations,
amenities and special requests.
Prepare monthly and daily revenue report and circulate to all HOD's.
Prepare Room revenue and occupancy forecast take action on rate
Is involved in recruitment of new team members for front office.
Integrates and trains employees, providing support for skills
Ensures that all front desk employees are well presented (uniforms,
personal hygiene etc), and also punctual.
Ensures that the workplace remains clean and tidy
Ensure team members have current knowledge of hotel products,
services, facilities, events, pricing and policies and knowledge of the local
area and events.
- Asst Front Office Manager