Assistant Front Office Manager

4 weeks ago

Dublin, Ireland The Address Citywest Full time

The Address Collective is looking for an Assistant
Front Office Manager for The Address Citywest 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.



 



Key Responsibilities



 



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.



 



2.     
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.



 



3.     
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.



·       
 



4.     
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.



 



5.     
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.



 



 



6.     
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.



7.     
 Safety and Security:



·       
Ensure the front desk area is
safe, clean, and well-organized.



·       
Monitor and enforce safety and
security procedures.





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.


 


Working Conditions:


 


• Availability to work various shifts, including mornings,
evenings, nights, weekends, and holidays. • Ability to stand for extended
periods and perform manual handling occasionally.


 


**Adherence to health and safety procedures and processes at all
times.**


 


 

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