Your Role:

As the Assistant Front Office Manager (AFOM), you will play a key role in ensuring the smooth and efficient operation of our front office and guest service centre areas. Reporting to the Front Office Manager, you will manage a team of receptionists, front office supervisors and guest services agents, overseeing all aspects of guest check-in/check-out and VIP guest services. With a specific focus on handling guest complaints and finding solutions, you will uphold the highest standards of hospitality excellence and contribute to creating unforgettable experiences for our guests. Your dedication to excellence, leadership skills, and passion for hospitality will contribute to creating memorable experiences to elevate each guest interaction to a memorable and personalised experience, reflecting the sophistication and luxury synonymous with the hotel.

Key Responsibilities

• Assist the Front Office Manager in managing the day-to-day operations of the front office department and deputise in their absence.
• Lead, motivate, and mentor a team of receptionists, front office supervisors and guest services agents, providing guidance, training, and performance feedback to ensure a high level of professionalism and guest satisfaction.
• Oversee the allocation of tasks for front office colleagues, ensuring adequate coverage and efficient utilisation of resources on a 24-hour basis.
• Handle guest complaints and concerns with empathy and professionalism, actively listening to guests' feedback, addressing issues promptly, and finding effective solutions to ensure guest satisfaction and loyalty.
• Monitor guest arrivals and departures, room availability, and special requests, coordinating with Housekeeping, Guest Relations, Spa, F&B, Engineering, and other hotel departments to ensure smooth and seamless operations.
• Ensure compliance with hotel policies, procedures, and standards, including security protocols, payment processing, and data privacy regulations, to maintain a safe and secure environment for guests and staff.
• Conduct regular inspections of front office areas, guest rooms, and public areas to ensure cleanliness, maintenance, and adherence to brand standards.
• Maximize room revenue through strategic room inventory management, upselling techniques, and effective rate negotiation.
• Coordinate training sessions and workshops for front office teams, covering topics such as customer service, sales techniques, and system operations, to enhance their skills and performance.
• Conduct regular quality audits of front office procedures, guest interactions, and service standards, identifying areas for improvement and implementing corrective actions as necessary.
• Serve as a key member of the hotel's emergency response team, providing leadership and support during crisis situations, such as evacuations, medical emergencies, or security incidents, to ensure the safety and well-being of guests and colleagues.
• Assist in the preparation of departmental reports, analysing financial performance and implementing cost-saving measures as appropriate.
• Foster a positive working environment and promote teamwork and collaboration among front office staff, encouraging open communication, mutual respect, and a shared commitment to excellence.
• Stay updated on industry trends, best practices, and technologies related to front office operations and guest services, and implement improvements and innovations to enhance the guest experience.
• Demonstrate excellent interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and vendors in a professional and courteous manner.
• Maintain Proficiency in Opera PMS and other front office software, with the ability to generate reports and analyse data to inform decision-making.
• Flexibility to work a rotating schedule, including weekends and holidays, as required to support 24-hour operations.
• Maintain impeccable grooming and presentation, reflecting the standards of a luxury hospitality establishment.

Who You Are

• A confident hospitality leader with strong leadership presence and a hands-on management style.
• Naturally elegant with a warm, approachable manner and a genuine passion for luxury service.
• Able to manage a dynamic team and adapt swiftly to the fast pace of hotel operations.
• Highly organised with a keen eye for detail and an instinct for anticipating guest needs.
• A natural communicator, able to inspire teams and connect with guests from all walks of life.
• Professional in appearance and conduct, with exceptional grooming and presentation.
• Calm under pressure, solution-focused, and commercially aware.
• Act as a role-model and proudly deliver our promise to our guests and colleagues by providing world-class service, with elegance, creativity, and unfailing attentiveness.
• Treat all colleagues from all departments with dignity and respect, at all times remembering that the whole hotel works as one team to achieve our individual and collective goals.
• Project at all times a positive can-do attitude, yet stay composed under pressure.
• Ensure you handle and process guest personal data in a confidential and sensitive manner following guidelines and maintaining data protection laws.
• Become a guardian of our brand in order to deliver the highest possible professional standards at all times without compromise.
• Ensure that you are fully aware of your department’s standard operating procedures (SOPS) to include use of any relevant software, and ensure you are fully conversant with the colleague handbook.