Assistant Manager, Front Office KERZNER INTERNATIONAL LIMITED

About The Role

To assist in managing and coordinating all responsibilities of the Reception, Guest Relations, Concierge, Duty Manager, Guest Transportation, Valet Parking, Data Entry, Al Dukan Gift Shop, Night, and Guest Service Centre operations. To ensure efficient, prompt, courteous, consistent quality and proactive service for all guests.

Key Duties and Responsibilities  

•    To ensure that Standard Operating Procedures are in place for all Front Office sections and that they are updated frequently and adhered to at all times

•    To make sure that appropriate fire evacuation procedures are in place for all Front Office sections, that all Front Office employees are aware of them and that regular departmental fire drills are carried out

•    To work together with all other hotel departments and to ensure that all Front Office employees fully cooperate with staff from other hotel departments at all times

•    To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls

•    To ensure that pre-shift and post-shift briefings are conducted with all Front Office employees to make sure that all necessary information is communicated, all problems are followed up and that all employees are aware of current VIP guests, hotel promotions and room rates

•    To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel

•    To ensure that guest profiles in the hotel’s property management system are updated correctly after check-in and that all profiles are maintained, cleaned and merged correctly and regularly requests are communicated to all Front Office employees and to other departments as applicable & necessary

•    To assist in maintaining the Customer Feedback system

•    To regularly check the service quality provided by the Front Office employees by means of customer comments, feedback during departmental & management meetings, etc. and to actively promote all ongoing incentive programs & guest feedback schemes and to communicate the results of such programs/schemes to the other HoDs and managers on a regular basis

•    To frequently inspect hotel rooms and provide Housekeeping department with feedback on the status of the rooms

•    To review tomorrow’s reservations, transportation requests and room allocations and to correct any mistakes before they affect a guest’s stay and also to ensure that all special

•    To carry out quality control functions in all areas of the department daily to ensure a consistent high quality of all services is maintained

•    Monitors the Front Office employees to make sure all guests receive prompt and personal recognition.

•    Takes care of the front desk operation including guest registration, room assignment and check-out procedures. 

•    Assists the Front Office Manager in employee related matters such as evaluations and consulting. 

•    Ensures that the various reports required for the Day to Day Operation are completed accurately, and distributed to the Concerned Departments.

•    To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that other HoD’s and Managers are fully informed about complaints/issues concerning their areas of responsibility

•    To ensure standardization & consistency in administration matters, e.g. quotations, deposit policy, letters and group handling

•    To interact and communicate with guests & colleagues in a courteous, friendly, open and honest manner at all times

•    To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times

•    To be consistently well groomed & professional in appearance and to make sure that all Front Office employees on duty are correctly groomed and wearing the appropriate uniform and name badge at all times

•    To monitor all displays of information in all Front Office areas regularly and to ensure that they are up to date

•    To carry out Duty Manager shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management

•    Together with the Front Office Manager, to be overall responsible for the quality of the welcome received by our guests and visitors and to ensure that guests and visitors are welcomed warmly checked in/out correctly and efficiently and that all charges are added to guest bills correctly and speedily

•    To ensure that all guests’ passport data is entered into and removed from the HEIS system correctly, on time and in accordance with the current hotel & HEIS standards

•    To make sure that all Front Office sections, especially Guest Relations and Bell Desk, are always fully aware of all activities taking place in the hotel, the city and the region, so that guests consistently receive up-to-date and correct information

•    To assist in managing and coordinating all group and VIP arrivals and stays, ensuring that Reservations, Guest Relations and Reception work together with all other hotel departments so that arrival, stay and departure of such guests run smoothly and according to the hotel’s standards

•    Participates in Monthly Statistics and Reports.

•    Selects and blocks the Rooms For the VIP's and Regular Guests, and coordinating with the Housekeeping Department for the proper preparation of Rooms.

•    Inspects the VIP's Arrival's Rooms Before arrival Time, and to Make sure that every thing is ready, by checking Fruit basket, amenities, Mini bar, etc.

•    Greets the VIP guests in the absence of the Front Office Manager, or when he delegate, and escort them to the Rooms.

•    Ensures that Credit Extended to Guests is strictly Controlled and that the Mode of Payment is clearly understood within the limits of the Hotel Credit Policy.