Hotel Gotham - Assistant Front of House Manager

Overview

JOB TITLE:

Assistant Front Office Manager

DEPARTMENT:
Front Office

REPORTING TO:
Front Office Manager

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.

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 hotel’s set standards.

• 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

• In the absence of the FOM, assist and oversee the weekly execution of the hotel…