Main Responsibilities and Required Skills for an Assistant Front Office Manager
An Assistant Front Office Manager is a professional who plays a vital role in the hospitality industry, specifically in the smooth operation and efficient management of the front office department. They work closely with the Front Office Manager to ensure excellent guest experiences and maintain the overall effectiveness of front office operations. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Assistant Front Office Managers.
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Main Responsibilities of an Assistant Front Office Manager
The following list describes the typical responsibilities of an Assistant Front Office Manager :
Accept
Accept reservations, changes and cancellations in the absence of Reservations Department Staff.
Achieve
Achieve objectives through direction and delegation.
Act
Act with integrity and respect.
Answer
Answer telephone calls, forward messages and schedule patient appointments.
Anticipate
Anticipate and handle guest issues and concerns.
Arrange
Arrange for luggage to be delivered to guest room.
Assess
Assess staff performance, conduct appraisals, and strategize for improving staff performance.
Assist in
Assist in a proper New Hire On-Boarding process with all new employees.
Assist in budgeting and financial planning for the front office department.
Assist in forecasting room availability and occupancy rates.
Assist in maintaining orderliness and cleanliness of the office.
Assist in managing and maintaining guest loyalty programs.
Assist in managing the front desk and handling guest inquiries and requests.
Assist in managing the hotel's loyalty and rewards programs.
Assist in opening and closing of shifts.
Assist in other areas as needed.
Assist in supervising Front Office staff.
Assist in the development and implementation of training programs for front office staff.
Assist the Front Office Manager in the training of department employees.
Assist the Front Office Manager with managing and optimization of business figures.
Assist with luggage and storage and delivery concerns.
Assure
Assure that all financial and credit procedures and protocols are followed.
Assure that all financial and credit procedures are followed.
Assure that guest is assigned type of room requested and the correct rate is charged.
Attend
Attend learning and development courses and complete eLearning modules, as required.
Attend planning and organizational meetings.
Centralize
Centralize all information regarding check-ins and payments.
Check
Check guest in and out in an efficient and friendly manner, using guest name whenever possible.
Check guest out of the hotel, preparing and explaining the bill.
Check log book and daily trace file.
Check out guest at end of stay.
Collaborate with
Collaborate with other hotel departments to ensure seamless guest experiences.
Communicate
Communicate daily events, guest lists, VIP's, room (hotel) occupancy and sales budget.
Conduct
Conduct performance appraisals.
Conduct Performance Evaluations and disciplines staff when needed.
Conduct performance evaluations for front office staff.
Conduct regular audits of guest accounts and folios.
Control
Control and monitor blocks and additional blocking as needed, i.e. special requests, suites, etc..
Coordinate
Coordinate arrivals, departures and billing requirements with Sales and Catering Department.
Coordinate Front Office activities with other departments for all VIP check-ins.
Coordinate group reservations and event planning.
Coordinate guest services, such as room assignments, special requests, and complaints.
Coordinate room management with the Housekeeping department.
Coordinate with housekeeping to ensure timely room availability.
Ensure
Ensure all new hires are provided a proper New Hire Training process with all new employees.
Ensure by example that the Belmond philosophy is known.
Ensure completion of all staff duties at the end of a shift.
Ensure compliance with safety and security procedures.
Ensure efficient check-in and check-out procedures for guests.
Ensure proper grooming standards are followed.
Ensure that the health and safety policy (I.e.
Ensure that the nightly garage audit is completed and turned in before the end of the shift.
Ensure that the procedures for guest check-in and check-out are maintained.
Follow
Follow through on all VIP transportation and routine vehicle maintenance.
Follow-up
Follow-up on all requests.
Follow-up on all VIP blocks and inspect room prior to arrival.
Follow-up on credit problems with Front Office Manager and / or Credit Manager.
Foster
Foster a shared responsibility for the well-being of our staff, guests, and community.
Greet
Greet all guests in a friendly, warm, and efficient manner.
Greet hotel guests and members upon arrival.
Greet patients, guests and employees in a welcoming and professional manner.
Handle
Handle cash and payment transactions accurately and securely.
Handle escalated guest issues and resolve conflicts effectively.
Handle VIP and special guest requests.
Hold
Hold team accountable for the same process.
Implement
Implement and enforce hotel policies and procedures.
Inspect
Inspect departure report daily, updating records as necessary.
Interview
Interview, hire and train new staff.
Introduce
Introduce guests personally to front desk agents.
Issue
Issue correct keys to the guest.
Keep
Keep track of attendance and tardiness of the staff during their shift.
Liaise
Liaise Supporting the management team as needed.
Maintain
Maintain a clean, professional, top quality Front Office in accordance with hotel standards.
Maintain adequate inventories and assisting ordering operating supplies.
Maintain and balance $1,000 cash bank.
Maintain a professional appearance and behave in a mature manner with integrity at all times.
Maintain a safe, clean, organized, and stocked work area.
Maintain confidentiality and security of all guest and general hotel information.
Maintain department operating procedures.
Maintain inventory and order office supplies as needed.
Maintain knowledge of hotel facilities, services, and local attractions.
Maintain knowledge of hotel features / services, outlets, hours of operation, etc..
Maintain professional relationships with all coworkers and guests.
Make
Make service and profit improvement recommendations to the manager.
Manage
Manage and update the hotel's property management system (PMS).
Manage day-to-day Front Office operation.
Manage farm-outs in the event of overbooking.
Manage Front Office operations and staff in the execution of routine and specialized duties.
Manage the staff at the Front Desk.
Manage the traffic flow, both human and vehicular.
Monitor
Monitor and control daily operations.
Monitor and maintain cleanliness and functionality of the front office area.
Monitor and maintain inventory of front office supplies.
Monitor and maintain room availability and reservations.
Monitor and respond to online reviews and guest feedback.
Monitor associate behavior and "posting up” adherence.
Monitor guest interaction scenarios.
Monitor payroll, operation and supply costs.
Observe
Observe standards for the department in image, appearance, and grooming.
Oversee
Oversee the accuracy and completeness of guest billing and invoicing.
Oversee the handling of mail, packages, and deliveries for guests.
Participate in
Participate in daily morning meetings as needed.
Participate in Lobby Lizard shifts.
Participate in revenue management initiatives and rate optimization.
Participate in staff meetings and agendas monthly.
Perform
Perform all other related tasks.
Perform daily / weekly key inventory and forward to Engineering and Security.
Perform other duties as assigned by supervisor / manager.
Practice
Practice emergency procedures in compliance with hotel / company standards.
Prepare
Prepare daily arrivals and departures.
Prepare daily reports and statistics for management.
Prepare general correspondence / documents using MS word etc..
Process
Process all guests' disputes and claims.
Provide
Provide a strong sense of arrival and welcome.
Put
Put all procedures relative to billing policies in action.
React
React and assist in hotel emergency situations as needed.
Receive
Receive a complimentary meal when at work in our employee restaurant.
Resolve
Resolve customer complaints from all areas of the hotel.
Respond
Respond swiftly and effectively in any hotel emergency or safety situation.
Review
Review all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
Review and analyze daily balance summaries, current room status reports and incoming arrival reports.
Review Housekeeping Report and rectify all discrepancies before end of shift.
Serve
Serve on the Emergency Response Team.
Settle
Settle bill accurately through credit card or cash transaction.
Supervise
Supervise and train front office staff, including receptionists and concierge personnel.
Supervise, bill and cash in payments.
Supervise room deliveries.
Supervise the floor, employees and employee / guest relationships.
Supervise the lobby area to ensure order, safety and cleanliness.
Supervise the performance, attendance, attitudes, appearance and conduct of the staff.
Track
Track record of working in the luxury end of the market.
Use
Use utilities and resources in a responsible manner to control wastage.
Work with
Work collaboratively and professionally with co-workers and supervisors.
Work harmoniously and professionally with co-workers and supervisors.
Most In-demand Hard Skills
The following list describes the most required technical skills of an Assistant Front Office Manager :
Proficiency in property management systems (PMS) and hotel software.
Knowledge of front office operations and procedures.
Excellent customer service and problem-solving skills.
Familiarity with reservation systems and online booking platforms.
Cash handling and accounting abilities.
Strong organizational and multitasking skills.
Proficiency in Microsoft Office suite and other relevant software tools.
Understanding of revenue management principles.
Knowledge of local regulations and compliance requirements.
Experience with managing guest feedback and online reputation.
Data analysis and reporting skills.
Ability to handle emergencies and security incidents.
Familiarity with sales and marketing principles in the hotel industry.
Competence in handling room inventory and availability.
Understanding of hotel rate structures and yield management.
Knowledge of hotel loyalty and rewards programs.
Competence in managing front desk operations and telephone systems.
Experience with training and development programs.
Proficiency in using customer relationship management (CRM) systems.
Familiarity with hotel industry technology trends and innovations.
Most In-demand Soft Skills
The following list describes the most required soft skills of an Assistant Front Office Manager:
Excellent communication and interpersonal skills.
Strong leadership and team management abilities.
Exceptional customer service orientation.
Adaptability and flexibility in a fast-paced environment.
Effective problem-solving and decision-making capabilities.
Attention to detail and accuracy in handling guest requests.
Empathy and compassion towards guests and staff.
Professionalism and a positive attitude.
Conflict resolution and mediation skills.
Strong organizational and time management abilities.
Conclusion
Assistant Front Office Managers play a critical role in ensuring the smooth operation and guest satisfaction in the front office department of hotels and other hospitality establishments. Their responsibilities range from supervising staff and managing guest services to maintaining accurate billing and ensuring efficient check-in and check-out procedures. Alongside technical skills in property management systems and front office operations, possessing strong soft skills such as communication, leadership, and customer service is vital.
