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Assistant Front Office Manager

Informations

Pays/région
Thaïlande
Province/ville
Phuket
Lieu
Rosewood Phuket
Service
Chambres - Réception
Type de poste
Permanent à temps plein

Description

Job Summary:

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 associates.

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:
  All hotel features/services, hours of operation.
  All room types, numbers, layout, decor, appointments and location.
  All room rates, special packages and promotions.
  Daily house counts and expected arrivals/departures/ VIP’s.
  Room availability status for any given day.
  Scheduled in-house group activities, locations and times.
  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 associates are 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 associates report to work as scheduled.  Document any late or absent employees.

• Coordinate breaks for associates.

• Assign work duties to associates.

• Conduct pre-shift meeting with associates and review all information pertinent to the day's business.

• Inspect grooming and attire of associates; 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 associates’ performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates and Concierge associates.

• 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 associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

• Assist associates with their job functions to ensure optimum service to guests.

• Observe guest reactions and confer frequently with associates 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:
  Contracted banks
  Shortages/overages
  Late charges
  Petty cash/paid outs
  Adjustments
  Posting charges
  Making change for guests
  Cashing personal/travelers checks
  Payment methods/processing
  Settling accounts
  Closing reports
  Cashier reports
  Balancing receipts
  Dropping receipts
  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 associates 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.

À propos de nous

The exquisite, secluded Emerald Bay is an ideal setting for Rosewood Hotels & Resorts to debut its first Asia resort. Rosewood Phuket’s innovative architecture with subtle Thai influences will blend organically and sensitively into the hillside forest landscape while uninterrupted views of the Andaman Sea will be visible from 71 spacious villas and 32 residences. F our restaurants will include a rustic Thai seafood restaurant on the beach, built with recycled teak wood; a casual poolside seafood eatery, a bistro and a terrace bar. They will be complemented by an array of recreational options: Sense spa; four swimming pools; health club with gymnasium; yoga pavilion; sea sports pavilion and tennis court. The Pavilion will be a residential-style space for meetings and functions while a wedding pavilion steps from the beach will host up to 200.