Assistant Manager, Front Office, One&Only Aesthesis Athens 
(7441)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the Role

The purpose of this position is to manage the daily activities, reporting, training and operations of the Front Office operations and colleagues. With experience in a high-quality luxury boutique hotel/resort guest services, the Assistant Front Office Manager will support the Front Office team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Assistant Front Office Manager oversees all stages of guest stay, starting from smooth arrival & check-in experiences and finishing with spotless check-outs process & departure experience. Assistant Front Office Manager supports the tracking of guest preferences and resolution of service issues, reporting all extraordinary cases to Front of House Manager.

Key Duties and Responsibilities

Managing employees

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example;
• Encourage and build mutual trust, respect, and cooperation among team members;
• Serve as a role model to demonstrate appropriate behaviours;
• Develop specific goals and plans to prioritize, organize, and accomplish your work;
• Supervise and manage employees.
• Understanding employee positions well enough to perform duties in employees' absence;
• Empower employees to provide excellent customer service;
• Conduct regular trainings for employees;
• Evaluate the staffing requirements and prepare work schedules weekly,
• Ensuring that there is a proper coverage according to hotel occupancy;
• Regular check of Front Office LQA Standards;
• Regular check of Forbes standards
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills;
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance;
• Apply discipline procedures when necessary;
• Provide information to co-workers, and subordinates by telephone, in written form, e-mail, or in person;
• Regular check of staff adherence to policy and procedures of the hotel;
• Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills.
• Perform regular trainings for Front Office employees;
• To assist with any other duties as required by the line manager or another member of the management team.

Focus on Guests satisfaction

• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved;
• Provide immediate assistance to guests as requested;
• Provide services for customer satisfaction and retention;
• Create unforgettable moments for guests and making sure guests are blown away with the hotel service;
• Maintain high visibility in public areas during peak times;
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others;
• Record guest issues in the guest response tracking system;
• Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team;
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction;
• Collect guest preferences during guest’s stay, communicate to appropriate departments and act accordingly;
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement;
• Participate, as needed, in the investigation of employee and guest accidents;
• Always seek opportunities to improve client service;
• Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image.

Front Office Essence

• Manage day-to-day operations of Front Office, ensuring the quality, standards and exceeding the expectations of the customers daily;
• Ensure compliance with all policies, standards and procedures;
• Update standards operational procedures related to Front Office if necessary;
• Cooperation with other hotel departments to make sure the work is planned and organized efficiently;
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property;
• Participate in the discussion of the work that affects Front Office, discuss the ways of service improvement;
• Attending internal hotel meetings, presenting Front Office department;
• Support implementation of the upselling program, communicating and ensuring process;
• Ensure all the rooms are assigned properly: according to category booked and guests preferences;
• Ensure that passports data collected at the check-in and registration of hotel guests is done;
• Performs the role of duty manager as and when required and reports all guest concerns, complaints, enquiries via the daily logbook.
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies;
• Provide necessary reports to Finance department when needed;
• Cooperate with 3rd party companies in terms of arrangements for guests and improving of level of service provided;
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the FOH Manager or EAM Rooms;
• Cover night Front Office shifts when required;
• Perform Front Desk/Guest Relations/Guest Services/Butler duties in high demand times;
• To be in charge of Front Office in absence of Front Office Manager.
• To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform

Safety

• Understand and implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.;
• Understand and comply with security, health and safety policies and procedures of the hotel.

General and other duties

• The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review;
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management;
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills;
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills;
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within;
• The employee will be required, always, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel;
• The employee will, always, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.
• Interpersonal Relationships
• Subordinates and other members of staff are always dealt with in a polite and helpful manner;
• Employee differences or disputes are settled quietly, away from other employees and guests;
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict;
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary;
• Instructions from management are treated constructively and acted upon.

Skills, Experience & Educational Requirements

• Minimum two years working in a luxury, 5-star hotel as a Front Office/Assistant Front Office Manager
• Must be proficient in hospitality revenue management, guest services and team development
• Previous work in customer service and reservations experience preferred.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.