Hotel Gotham Assistant Front of House Manager

JOB TITLE: Assistant Front Office Manager

DEPARTMENT: Front Office

REPORTING TO: Front Office Manager

MAIN JOB PURPOSE:

The Assistant Front Office Manager is responsible for supporting the management team with all aspects of managing the day-to-day Rooms and Guest Experience operations to the agreed standards ensuring complete guest satisfaction. They will be responsible for continued support on promoting the Gotham Newcastle Service Culture Values in front office ensuring all front office teams are trained on key touchpoints in the guest journey consistently live and breathe our values. They will take ownership of inducting and training new associates to the company standard along with the productivity and always driving results in exceptional customer service. The reception supervisor is a key role that will ensure compliance with relevant policies and procedures and be available to assist for 121s and the development of the reception team. They will motivate the team for their day-to-day tasks ensuring they have all the relevant knowledge and tools to promise outstanding customer service.

KEY ACCOUNTABILITIES:

To oversee the day to day operations of the front desk ensuring all standards and procedures set by the FOM are executed

To organise and structure their shifts ensuring all tasks are completed and guest experience is at the forefront of the desk activity

To ensure that the front desk team adhere to Gotham Newcastle brand standards as described in the relevant Brand and Hotel SOP manual and set by the management team

To promote positive working relationships across departments such as reservations food and beverage housekeeping & maintenance

To promote and sustain teamwork within the front office team

To promote communications as directed by the FOM

To deliver daily handovers to front office associates that clearly communicates Review Pro statistics and targets and communicate goals set by the FOM

To be a first point of contact for guest complaints and resolve them to a high standard

To ensure that all SOP manuals are kept up to date and are used as the training tool within departments.

To be involved with the identification of training needs within the department and planning of training priorities

To be fully committed to providing the highest levels of Customer Care to internal and external clients/guests at all times

With support of the FOM be proficient in Hotel accounting procedures including the use of all computer systems and ensure compliance with accounting procedures at all times.

To ensure that operating equipment is well controlled and that the front office department is able to operate to the standard required

To be involved in engaging and motivating all front office associates under the direction of the FOM & GRM

To perform duty manager shifts which will involve being a first point of contact for associates and guests communicating effectively between departments and maintaining the health and safety of the daily operation

Health and Safety Fire and Security

To actively promote a safe working environment on a day to day basis ensuring associates are adhering to health and safety policies and procedures

To attend a monthly Health and Safety meeting to represent the interests of the front office environment action outstanding health and safety issues maintain front office first aid equipment and contribute to the overall health and safety of the hotel its guests and associates.

To ensure the internal health and safety systems Compliance Centre is up-to-date from a front office perspective all accidents are correctly logged and communicated and risk is minimised wherever possible.

To attend all statutory training as and when required and ensure operations are made aware and comply with any changes to legislation that may occur. To be represented on the Health & Safety Committee and be aware of all relevant legislation.

To ensure that all associates are trained and comply with the standards in personal hygiene and appearance and these are at all times consistent with the hotels set standards.

General:

In the absence of the FOM assist and oversee the weekly execution of the hotel Duty Management schedule

In the absence of the FOM attend Meetings and report /inform /educate its members on rooms matters pertaining

To undertake any other reasonable request as required

ADDITIONAL RESPONSIBILITIES: (These responsibilities are mandatory to all positions)

1. To attend all departmental meetings briefings & internal or external training sessions as required.

2. To act wholeheartedly in the interests of the Company at all times & not to perform arrange or carry out any work or activity which could be considered to be in competition with or affect in any way the company interests or be detrimental or damaging to its public image.

3. To ensure maximum efficiency employees are engaged on the basis that they must be prepared to undertake reasonable duties other than those for which they have been specifically engaged.

4. All employees are expected to co-operate with the management to ensure the successful application of the Companys Equal Opportunities & Harassment policies.

5. To carry out any reasonable & lawful direct instruction given by a Head of Department / Assistant / Manager or Director during working hours.