Sofitel Legend Metropole Hanoi

http://www.accorhotels.com/1555

ASSISTANT FRONT OFFICE MANAGER

SKILLS

Level of Education

Bachelor / Licence

Areas of study

Hospitality Management

Professional experiences

3 to 5 years

Languages essential

English (Primary tongue)

ESSENTIAL AND OPTIONAL REQUIREMENTS

To ensure and oversee that all the Front Office team shift procedures and duties are completed on time and are procedurally correct.

To Supervise and assist the reception manager, guest relations, telephone operators, bellmen, drivers and executive club lounge roles and duties daily.

To create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.

To ensure that all the staff adhere to all policies and procedures established by the hotel management.

To establish on-going On Job Training Programs within the department to meet Brand and Service Standards.

Responsible for receiving and escorting all VIP’s LCAH.

Handling guest complaints with confidence and finding appropriate service recovery.

Maintain constant check of service standards to assure the consistency and efficiency of hotel’s service, quality, policies and practices.

Ensure that all sections are well manned according to the business level

Responsible for ensuring all Financial and Audit Procedures are respected

Implement new departmental policies and procedures as determined by the management

Any other duties as may be assigned by the management.

KEY TASKS

Fully in-charge of the Front Office Operation when FOM is not available

Control the duties assignment and shifts to employees and supervisors to ensure the adherence to hotel policies and standard operation procedures.

Maintain constant check of service standards to assure the consistency and efficiency of hotel’s service, quality, policies and practices.

Supervise the activities of the Duty Managers and coordinate with the Front Office Manager for the daily guest satisfaction in relation to complaints/problems.

Maintain frequent contact with guests and VIPs and deal efficiently regarding special requests, reservations, complaints on the accommodation or other functional areas of the hotel and strives for the satisfactory and speedy adjustments of complaints, special requests, etc.

Set up monthly general cleaning schedules for Front Office and coordinate the works.

Check medallia result with Quality Manager and prepare accordingly the action plan.

Fully understand and master all Front Office Standard Operation Procedures, Fire Manual, Employee Handbook, all Frequent Flyer Programs and Loyalty Programs

Attend meeting and briefings as scheduled.

Assist the FOM and DOR in administrative works.

Ensure that all sections are well manned according to the business level

Check all section’s logbooks and make sure the necessary follow up are properly done.

Double check the preparation of VIPs, Group arrival and Group Departure.

Implement new departmental policies and procedures as determined by the management