The Address Collective is looking for an Assistant Front Office Manager to support the Front Office Manager in overseeing the daily operations of the front desk and ensuring a high level of guest satisfaction. This role involves managing staff, handling guest inquiries, effective performance of front of house duties, coordinating with other departments, and maintaining an efficient and welcoming front office environment.

JOB DESCRIPTION

• Registering hotel arrivals ensuring that all documentation relating to registration is per standard of procedure.
• Communicating all relevant information professionally and accurately with all guests and colleagues.
• Answering the switchboard in a warm and welcoming manner and dealing with all guests’ requests/ queries in a polite and attentive manner.
• Taking reservations and administering all reservations, cancellations, and no-shows in line with company policy.
• Assist guests and visitors with special requests including but not limited to; wake up calls, travel arrangement, making reservations and providing information about the local area.
• Dealing with all guests checking out from the hotel handling billing and charges as per standard of procedure.
• Dealing with any complaints or issues in a timely and professional manager escalating any serious matters to a higher member of the management team.
• Liaise with Housekeeping team to ensure rooms are available for check-in communicating any special requests.

REQUIREMENTS

• Minimum of 2-3 years of front office or guest services experience in a hotel, with at least 1 year in a supervisory role.
• Excellent communication and interpersonal skills - interact and communicate with guests and colleagues in a courteous, friendly, and professional manner at all times.
• Strong organisational skills and multitasking abilities.
• Be fully aware of and comply with company policies and procedures.
• Be aware of the day’s business, both in room occupancy, special requirements and VIP needs.
• Ensure you are wearing your uniform whilst on duty and are presentable according to expected standards.
• Be innovative - develop and implement new ideas contributing to company success.
• Protect and promote the image of The Address Collective.
• Strive for excellence and always lead by example.
• Proficiency in hotel management software (HotSoft).
• Ability to lead and motivate a team.
• Problem-solving skills and the ability to remain calm under pressure.

1. Guest Services:

• Ensure a warm and professional welcome for all guests.
• Handle guest inquiries, complaints, and feedback promptly and effectively.
• Monitor guest satisfaction and work to resolve any issues that arise.

1. Front Desk Operations:

• Supervise daily front desk operations to ensure efficiency and guest satisfaction.
• Oversee check-in and check-out processes, including reservations and room assignments. Ensure all guest billing and payment procedures are followed accurately.

1. Staff Management:

• Assist in recruiting, training, and scheduling front office staff.

• Monitor and evaluate staff performance, providing feedback and coaching as needed. Foster a positive and collaborative team environment.

1. Coordination and Communication:

• Liaise with other hotel departments to ensure smooth operations and guest satisfaction.
• Communicate effectively with housekeeping, maintenance, and food and beverage departments to address guest needs and preferences.
• Assist in planning and executing special events and promotions.

1. Administrative Duties:

• Assist in the preparation of reports and rota planning for the front office.
• Maintain accurate records of guest information, reservations, and financial transactions.
• Management of guest bills and house accounts in line with Standard Operating Procedures and Company Policies.
• Ensure compliance with hotel policies, procedures, and standards.

1. Problem Solving and Decision Making:

• Identify and resolve operational challenges promptly and efficiently.
• Implement solutions to enhance the guest experience and improve front office operations.

1. Safety and Security:

• Ensure the front desk area is safe, clean, and well-organized.
• Monitor and enforce safety and security procedures.