Assistant Manager, Front Office
(6666)
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.
Shimmering in the depths of the azure Aegean Sea, a story-filled island of myths and marvels, One&Only Kéa Island emerges to honour untold beauty with authentic flavours of Greece. 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.
Job Requirements
• Oversee daily Front Office operations, ensuring that all front office colleagues are prepared for daily, weekly, and monthly tasks.
• Assign tasks to individual staff members based on their job description and skillset.
• Train, supervise and support Front Office colleagues ensuring that brand standards are followed.
• Create and maintain office policies, procedures, and systems, including training and implementing new systems to improve efficiency and accuracy of all provided services.
• Effectively supervise the Front Office and Guest services teams in the handling all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Manage all transportation arrangements for Guest’s arrival and departure and ensure that all relevant colleagues are aware of all the scheduled arrivals and departures.
• Focus on smooth arrival experience and welcome all arriving Guests.
• Ensure that guest services and administrative duties are performed speedily and efficiently.
• Ensure that all customer-related tasks are handled accurately and on time to improve Guest’s experience.
• Handle customer complaints and special requests and ensure that are communicated to relevant departments and Guest’s profiles are always updated.
• Supervise the Night Shifts and ensure that all financial daily reports are correct and follow the guidelines.
• Conduct weekly service quality checks and take corrective actions if needed to ensure all colleagues are performing according to standards and offering ultra-luxury experiences to Guests.
• Schedule staff shifts according to operational needs and ensure smooth operation and exceptional personalized services to all One & Only Guests.
• Keep updated records of office expenses and costs.
• Works within the allocated budget for the front office.
• Enforces all cash-handling, check-cashing, and credit policies
• Reviews and completes credit limit report.
• Monitor office supplies and ensure order taking procedures are on time.
• Manage department controllable expenses to achieve or exceed budgeted goals
• Work on strategies to achieve key performance indicators such as upselling, Guest profiling, guest experiences, arrival and departure scores and financial targets.
• Work closely with all hotel departments to ensure seamless experience for guests from arrival to departure.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
• Perform other duties as requested by management.
Skills Requirements
- Education: High School completed; University Degree is a plus
- Minimum experience: 2 years in luxury 5 * Hotel
- Languages: Engish (100% proficient), Greek
- Computer savvy
- Proficiency in MS Office and Micros Opera PMS is required
- ALICE & SAGA Platform previous experience is desirable
- Complaint Management
- Exceptional communication and interpersonal skills
- Folios and billing knowledge are desirable
- Knowledge in luxury products, service, and brands
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.
