Situation Summary
The Assistant Front Desk Manager is responsible for ensuring a guest experience is provided that exceeds expectations by proactively working to initiate and maintain standards of communication and excellent service standards with an ongoing focus on the guest.
Plans Resort operations, ensuring that all guests and visitors receive warm, friendly and efficient service at all times.
– Creates a personal connection to the guest and enhances feedback. Proactively anticipate the needs and requirements of guests.
Acts on behalf of the Room Department Manager, responsible for ensuring the safety and security of guests, staff and hotel assets.
area
General management of the workforce in the front office.
Summary of responsibilities:
Core responsibilities and functions include but are not limited to the following:
Required at all times to lead by example with respect to punctuality, appearance, courtesy, performance, behavior, leadership, guest relations, employee relations, adherence to house rules, loyalty to management and interdepartmental cooperation.
Oversees all operating areas, ensuring all hotel guests and visitors are catered for and maintaining guest satisfaction throughout the resort.
– Meet VIP guests upon arrival and escort them to their rooms/suites.
Handles guest feedback in an efficient and effective manner.
– Handles and resolves inmates’ complaints during the day and night shifts.
Maintains a high level of communication and feedback within departments
Maintains accurate knowledge of hotel emergency and safety procedures
Ensures that hotel security policies are implemented and adhered to at all times.
Ensure that reports and statistics are prepared and distributed as required.
– Records all major incidents and events during the morning/evening/night shift.
Maintain records of customer feedback and records of actions taken to address complaints, negative ratings and/or comments.
Communicate new or modified procedures to relevant departments/colleagues in a timely manner, ensuring they are understood.
– Control room availability and promote the sale of room categories
Ensures that all guest arrival and departure procedures are followed as specified in the Guest Services Standard Operating Procedures Manual.
Reporting any maintenance malfunctions according to the stipulated procedures.
– Actions or follow-up through all special requests of the guests.
Ensures correct deliveries are made when initiating and completing shifts
– Conduct departmental briefings
Ensures that all employees submit their work reports on time and in accordance with the hotel’s standards of care
Should be available in head office, whenever possible, to oversee operations and be able to take action immediately
Demonstrate full understanding and knowledge of all internal services, facilities, amenities and functions.
Training new employees on shift procedures
Ensures that all employees follow health and safety rules and procedures.
Ensures that all departmental expenses are in line with budget and that all costs are strictly controlled with a focus on food and amenities costs.
Take corrective actions when needed to improve the safety of work areas.
Provides coaching to ensure all team members develop and grow
Performing any special duties and projects as requested by management, whether in your own department or any other section of the resort
Work closely with Housekeeping, Food & Beverage and Engineering to ensure all arrivals/inbound and outbound operations are managed in accordance with hotel procedures
Supervise all villas within the resort to ensure corrective standards are maintained at all times
Overlooking the transportation department including the boat fleet, captains, and crew members
Ensure roster management, leave, and over time for all front office and transportation colleagues
Maintain operational cooperation with third party operators, such as the best dive operations for all boat movements and excursions
Attending GM Cocktail on a weekly basis, interacting with guests and managing their experience.
Demonstrate full awareness of the department’s P&L budget and work towards achieving it by minimizing expenses and maximizing room revenue
Sign the deductions and amounts paid to the cashier to ensure adequate justification and backup copies.
Ensures that all guest log files (Loyalty Program and ACDC) are well maintained
Maintain and follow the schedule of all boat movements and daily cleaning.
General Duties:
Health and safety
Ensure that all potential and real risks are promptly reported and corrected
– Be fully aware of all departmental fire, emergency and bomb procedures
Ensure that all emergency procedures are trained, implemented and enforced to provide the security and safety of guests and staff
Ensure the safety of people and property of everyone within the premises by fairly applying hotel regulations by strictly adhering to existing laws, legislation, etc.
Ensure that all employees within the department work in a safe manner and are not likely to result in harm or injury to self or others
Use safe manual handling techniques and practice safe work habits by following Accor’s health, safety and environment policies, and maintaining procedures to reduce our environmental impact and prevent pollution.
Secrecy
Ensuring confidentiality and safe storage of all intellectual property bases and data, whether paper or electronic. Adhere to Accor’s Internet and Email Policy
Ensure that hotel, customer, employee, or transaction information is kept confidential during or after working with the company.
Be fully familiar with the following:
Hotel fire procedures
Hotel security procedures
Hotel health and safety policy and procedures
– Hotel facilities and attractions
Hotel work standards and management procedures
– Accor Grooming of Luxury Guidelines and Appearance
Accor values and corresponding strategies
Payment methods accepted by the company
– Promotions for short and long term marketing
Performs additional tasks from time to time, as requested by senior team members which may not be directly related to the job role but are essential to the smooth running of the resort
qualifications:
Previous experience in a similar position from a luxury hotel or resort.
Good leadership with experience in managing a unit or department.
Familiar with and experienced in using the MICRO system and MS Office applications
– hand by hand
– Fluency in English or other major foreign languages (such as Chinese, Arabic, French, etc.) is an added advantage
– Excellent interpersonal skill
Previous experience in the Maldives, an island or a remote location
Experienced in firefighting and safety systems
Physical aspects of the job:
The physical aspects of the job include but are not limited to the following:
Normal administrative office and hotel working conditions, with some local/regional travel.
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