Posted on :
8 Oct, 2018
8 Oct, 2018
Assisting the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the policies, procedures and Kempinski Standards. They are also responsible for up selling rooms to maximize the room revenue.They are scheduled to work on a different shift than the Front Office Manager, their job responsibilities are the extension of the Front Office Manager’s responsibilities to ensure continuity and maintenance of standards.
Kempinski Hotel, Gold Coast City
Kempinski Hotel Gold Coast City – Accra is the only five-star luxury hotel offering state of the art meeting facilities and services in the city. Conveniently located in the downtown area and in close proximity to the State House, the Accra International Conference Centre and the National Theatre. The property has 269 luxury rooms (largest room size in Accra), 24 suites, a variety of F&B offerings as well as large conference facilities and the largest SPA in West Africa (opening soon), a perfect mix of categories to meet the needs of both corporate and conference visitors to the country.
Job Title: Assistant Front Office Manager
The job of Assistant Front Office Manager is executed satisfactorily when:
Revenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.
Financial Policies and Procedures are supported and followed.
LQA (Leading Quality Assurance) audit results are 85% and above.
CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
ESS (Employee Satisfaction Survey) results are 85% and above.
Direct front office operation such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and focus on guest’s satisfaction and needs.
Participate in the development, implementation and review of the policies, procedures, practices and standards.
Select, train, develop, schedules and manage the performance of direct subordinates to ensure the efficient running of front office operations.
Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling.Maintain high visibility during peak period in order to ensure smooth running of operations, promote good public relations, take corrective actions and handle customers’ complaints to ensure their satisfaction.
Greet VIP guests upon their arrival and escort them to their room. Establish good rapport and offer assistance for the duration of their stay.
Coordinate front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Kempinski Standards in a safe and secure environment.
Identify training needs, plans training activities and oversee their implementation for all front office sections. Follows up to ensure compliance and efficiency of training activities.
Assist in the preparation of the annual budget and manning guide and manage within
Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
Accomplish a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.
Hospitality Management Bachelor Degree or equivalent in any related field such as Administration or Tourism Management
3 years experience in a Front Office Management position preferably in an international five star hotel
Ability to work and communicate in a multinational environment:
Local language – excellent oral and written skills (as applicable)
English – excellent oral and written skills
Additional language – beneficial
Luxury Hotel Experiences
Good Communication skills
Computer literacy adapted to the field of training:
Proficiency in Microsoft Office (Word, Excel and PowerPoint)
Advanced knowledge of Opera
Basic knowledge of Micros