Assistant Front Office Manager

The Assistant Front Office Manager is responsible for overseeing daily front office operations, ensuring smooth check-in/check-out procedures, and maintaining high service standards. Key duties include managing VIP arrivals, resolving guest complaints, handling cashiering, and coordinating with other hotel departments. The role requires strong leadership, communication, and problem-solving skills to ensure guest satisfaction and efficient hotel operations.

Must Have

• Oversee daily front office operations.
• Manage VIP guest arrivals and departures.
• Handle guest check-in and check-out processes.
• Resolve guest complaints and inquiries promptly.
• Perform cashiering and foreign exchange duties.
• Coordinate effectively with other hotel departments.
• Ensure high standards of guest service.
• Maintain accurate guest information and records.
• Bachelor's degree in Hospitality Management.
• Minimum 3 years of relevant management experience.
• Proficiency in English and Arabic.
• Expertise in Fidelio Opera PMS.
• Strong customer service and communication skills.
• Proven leadership and problem-solving abilities.
• Flexibility for varying shifts.

Perks & Benefits

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

Job Description

• Review and update the Logbook.
• Be smart, well groomed and maintain a friendly and cheerful disposition all the times.
• Report regularly on happening to GRM.
• Maintain associate relations.
• Resolve guest complaints.
• Ensure the services are up to the required standard.
• Smooth check-in / check-out procedures.
• Check hotel situation, occupancy, functions, groups and VIPs.
• Co-operation with hotel’s Departments Housekeeping, Engineering, F&B etc.
• Attend training classes as per schedule
• Show fullest cooperation and respect within the team and other departments
• Is aware of the daily activities and has product knowledge of all the hotel facilities

Responsibilty & Authority

Internal:

Works in harmony with related staff, General Manager (for Info), FO Manager (for guest history, VIP's)

External:

Clients of the Hotel.

Materials:

All IT related equipment allocated to the position.

More detailed duties and responsibilities are listed attached in form of a checklist and are not meant to be complete. Local legislation and requirements may ask for adaptation and amendments. To fulfill the duties the jobholder is given the relevant authority to reach the goals by the Fornt Office Manager/ General Manager of the Hotel operation

Main Duties and Responsibilities:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Register and process check in/out for all VIPs guests efficiently and professionally.
• Escort VIP gussets to their rooms.
• Update guest information into the computer after a complete check in.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure.
• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure that all messages, mails and packages are delivered to the guest room.
• Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
• Follow up with Bell desk regards shuttle Bus.
• Daily courteous calls to VIP rooms, so too with other guests.
• Report any unusual occurrences or requested to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Check Hotel situation, occupancy, functions, groups, VIPs.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regards arrival & departure transport arrangements for the day.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.

General/ Miscellaneous

• Co-ordination and information with the Housekeeping, Engineering and Guest Relations team.
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
• Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.