Assistant Front Office Manager

Description du poste:

Main Duties and responsibilities:
General competencies
* Conveying, supporting and exampling the corporate culture
* Support of a good working atmosphere through personal communication
* Respect and recognition of the work and performance of colleagues
* Active cooperation and support of teamwork in the hotel and in the department

Service and Services
* Polite, personal and professional service
* You see yourself as a service provider to customers and colleagues
* You maintain a friendly and efficient tone on the phone

General Guidelines:
* Supporting and adhering to all policies and procedures
* Promoting and complying with all guidelines regarding operational safety
* Adherence to the brand standards of the company and the hotel
* Punctual and well-groomed appearance at the workplace
* Compliance with the dress code and the guidelines of appearance

Other
* Ensuring a clean and organized workplace at all times
* Maintenance and careful handling of the equipment and work material
* Independent execution and planning of various projects if required
* Acceptance of individual orders and assistance in other departments if necessary

About position
* Ensures the best possible guest service within its departments
* Ensuring an optimal workflow in the entire front office area
* Takes over day and night shifts at the reception
* All processes must be constantly monitored and, if necessary, corrected
* Jointly responsible for good and effective cooperation throughout the company
* Represents the Front Office Manager in her absence
* At the same time, the employee takes over the tasks of the receptionist
* Controls the stocks of work material and is responsible for the order
* Is jointly responsible for inventory management
* Is responsible for the bookout of hotel guests if necessary
* Is responsible for controlling the cash statement of her front office employees
* Is jointly responsible for the maintenance of all systems belonging to the reception
* Information and further communication of all activities of the hotel
* Monitors the functionality of all receivied equipment
* Reports defects accordingly to the Technical Department
* Is responsible for security in the front office area
* Is responsible for the cleanliness and order of the entire hotel area
* Pays attention to cost-conscious handling of material and energy in the reception area
* Performs Quality Room Inspections
* Reviews arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
* Performs a shift transfer at the beginning and end of the shift
* Commits to take over Manager on Duty shifts
* Creates the reception rosters in the absence of the Front Office Manager
* Creates and controls the vacation plans together with the Front Office Manager

* Controls and closes employees' attendance in the system in the absence of the Front Office Manager
* In case of weaker occupancy, he has vacation or overtime reduced
* Controls the archiving of the necessary documents
* Ensures a corresponding entry of all guest wishes in the logbook
* Enters the guest profile in PMS
* Takes care of follow-up in case of guest complaints
* Offers guests to join the World of Hyatt loyalty program
* Is jointly responsible for the achievement of the targets
* Is jointly responsible for the achievement of the upsell departmental goal and for regular updating of related reports with results
* Actively offers upsells to guests
* Supports the Bell staff during high workloads when parking the cars
* Provides foreign currency exchange service
* Is involved in recruitment of new team members for front office, for training new employees and for providing support for skills development.
* Performs yearly performance reviews for FO employees

On night duty:
* Represents the management of the house at night and is available as a contact person
* Is responsible for the order and cleanliness in the entire guest area
* The job holder must be as precisely informed about the behaviour in exceptional situations and, if necessary, initiate appropriate measures
* He exercises key power and is entitled to exercise domestic power
* Is responsible for the bookout of hotel guests if necessary
* Is jointly responsible for inventory management
* Is responsible for the correct completion of day-to-day business
* Checks and posts all residual invoices incurred
* Receives, checks and posts invoices from the outlets
* Posts log revenues
* Checks all Paymasters together with the corresponding documents
* Charges, forwards or cancels all open paymasters in accordance with the guidelines
* Backs up the data of the computer system in accordance with the guidelines
* Carries out the daily closing in the computer system
* Creates and distributes the Daily Reports
* Controls Rate & Room Discrepancy Report
* Executes wake-up calls