Assistant Front Office Manager

Key Duties And Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done. Alila employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

Planning And Organising

• Assist in the preparation of the Front Office team budget.
• Plan and implement training plans for all Front Office employees. Conduct regular associate training, and monitor its success. This will involve training in both IT systems and guest-service procedures.
• Maintain full knowledge of the Property Management and Call Centre computer systems.

Job Profile

• Demonstrate good leadership and communication skills.
• Have at least 2 years of similar experience in 5-star resorts.
• Possess good computer and writing skills.
• Previous Opera experience is preferred.

Job Specifications

• Supervise the functioning of all departmental employees and facilities.
• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
• Ensure adherence to all Standard Operating Procedures by training staff and monitoring performance. Continuously update LSOPs relating to front office operations.
• Drive the implementation of all sales and promotional programs of the hotel. Take responsibility for upselling initiatives.
• Monitor daily arrivals and coordinate VIP or special requests with relevant departments.
• Block rooms accordingly for upcoming arrivals.
• Develop and maintain a motivating work environment within the department.
• Provide coaching, counseling, support, and guidance to team members as needed.
• Ensure team members are informed about hotel products and services, including room types, rates, features, outlets, and facilities.
• Conduct regular room and floor inspections to ensure quality standards, and address maintenance or cleaning requests.
• Assist tour operators and travel agencies.
• Support Villa operations manager and guest relations manager in daily operations.
• Inspect all Front Office areas to ensure standards are met.

How You Can Succeed In This Role

Top performers at Alila Hinu Bay demonstrate the following attitudes:

• Working with Others: Anticipate and exceed customer and colleague needs, use initiative and good judgment, collaborate to achieve goals, act professionally and with integrity.
• Taking Responsibility: Conduct business honestly, keep information confidential, prioritize tasks effectively, manage time well, and work independently with attention to detail.
• Delivering Results: Meet and exceed performance standards, develop professional skills, adhere to policies, and aim for top-quality guest experiences.