Assistant Front Office Manager - Movenpick Kigali Rwanda

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Assistant Front Office Manager - Movenpick Kigali Rwanda

BASIC FUNCTION

To assist the Front Office Manager in ensuring an efficient Front Office operation thereby providing the highest level of comfort and hospitality to guests to maximize organizational profitability and guest satisfaction in an atmosphere of teamwork and high employee morale

Under the guidance and supervision of the front office manager, and within the limits of the established Movenpick Kigali policies and standard, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.

SCOPE

Must be thoroughly familiar with all Accor corporate and local Operational Standards and ensure they are followed. Must assist all the guests with their needs and enquiries according to our hotel standards in order to ensure guest satisfaction in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:

ROLES AND RESPONSIBILITIES

• Ensures prompt, courteous and accurate service to all guests, to maximize customer satisfaction.
• Responsible for reception’s bell stand operations makes sure that arrival/departure experience is up to standards and guests’ expectations throughout reception and bell stand.
• Responsible for the organization of work within the department including assignments, time schedules and vacations to ensure optimum utilization of manpower.
• Monitors vacations balance and reports to front office manager actions to keep it as per company targets.
• Optimizes the efficient usage of room inventory by monitoring, control and feedback to support the departments.
• Recommends changes in methods, equipment or staff to improve departmental standards and productivity.
• monitors key performance indicators for the department and suggests corrective actions.
• Ensures adherence to company and hotel policies by all departmental employees.
• Ensures norms, procedures and systems for safety and security of guest belongings (e.g. lockers, left luggage etc.) are efficiently followed and monitored to ensure maximum comfort levels.
• Monitors billing procedures to ensure accurate payment thereby maximizing organizational profitability.
• Ensures adherence to all statutory requirements by the Front Office.
• Ensures all front Office documents & records are maintained as per operational/ organizational requirements.
• Ensures all Front Office / Lobby areas are neatly always maintained as per norms, hygiene, and efficiency, cleanliness and safety standards.
• Responsible for the efficient handling of all the Room Reservations & their processing thereafter.
• Conduct Briefing Sessions regularly.
• Familiarity with all Front Desk and Cashiering functions.

Talent Management

• Attends behavioral and vocational training in own and related work areas to enhance skills and develop multifunctional.
• Uses company Appraisal system to review the performance of direct subordinates and determines their development needs.
• Counsels’ subordinates in personal and work-related matters.
• Ensures department employees are fully trained through Orientation, and classroom training.
• Recommends hiring, promotion, disciplinary action and performance related salary increments for all subordinates.

Operations Management

• Departmental Productivity.
• Yield per room, occupancy, revenue generation.
• Attendance and Punctuality.
• Mandatory of training attended.
• Mandatory of training conducted.
• Customer satisfaction index.
• Employee Motivational Index.

Strategy & Change Management

• Multi-functionality.
• Self-motivation.
• Eye for detail.
• Positive attitude
• Personal grooming and etiquette.
• Going beyond the call of duty to satisfy guest needs.
• Interface with other departments (team - work).

Creativity

• Degree in Tourism & Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint
• High degree of professionalism with sound human resources management and business acumen capabilities

• Internal: Works in harmony with all hotel employees, applies rules and provides best service within the limit of the established job specification
• External: All guests, suppliers/partners.
• Materials: All machinery and equipment at Front Office

More detailed duties and responsibilities are listed below in the form of a checklist and are not meant to be complete.