Assistant Front Office Manager_BLREP

Key Responsibilities: Operational Responsibilities:

Supervise and support daily Front Office operations including reception, reservations, cashiering, and guest service functions.

Ensure check-in, check-out, and room assignment processes are handled smoothly and efficiently.

Oversee daily room allocation, VIP arrivals, and group check-ins ensuring brand standards are maintained.

Monitor and maintain accuracy in guest billing and payment procedures.

Ensure guest preferences and IHG Rewards Club member benefits are recognized and delivered consistently.

Handle guest complaints or issues promptly and effectively, ensuring positive outcomes.

Coordinate with Housekeeping, Maintenance, and other departments to ensure seamless guest service.

Assist with Night Audit operations when required and ensure accurate reporting.

Leadership & Team Management:

Lead, motivate, and train Guest Service Associates, Duty Managers, and other Front Office team members.

Conduct daily briefings to communicate operational updates, VIP movements, and service priorities.

Support scheduling, performance evaluations, and coaching to ensure productivity and engagement.

Foster a culture of teamwork, professionalism, and True Hospitality.

Ensure grooming, uniform, and conduct standards are consistently followed.

Guest Experience:

Promote a welcoming, friendly, and efficient service environment at all times.

Anticipate guest needs and ensure personalized service to enhance guest satisfaction.

Monitor guest feedback through platforms (such as Medallia, SALT, and IHG HeartBeat) and drive service improvement actions.

Ensure prompt follow-up on guest reviews, complaints, and suggestions.

Administration & Reporting:

Assist the Front Office Manager in preparing reports such as occupancy, revenue, and daily operations summaries.

Support in monitoring departmental expenses, payroll, and cost controls.

Maintain system data accuracy (Opera or similar PMS).

Assist in ensuring compliance with IHG brand audit standards and local regulations.

Health, Safety & Security:

Ensure compliance with all hotel safety, security, and emergency procedures.

Train team members on fire safety, first aid, and evacuation protocols.

Report any suspicious activities, accidents, or incidents immediately.