Assistant Front Office Manager

**Position**: Assistant Front Office Manager (Full time #527873)
**Property / Office**: Mandarin Oriental, Barcelona
**Location**: Barcelona, Spain

Purpose of Position:
To assist the Reception Manager to drive the Reception strategies ensuring proactive, effective leadership for the Reception team to aid meeting and exceeding our guest expectations, enhancing our reputation for excellence.

To provide supervision, training and coaching by proactive, interactive and reactive leadership allowing each member of the Reception Team to completely satisfy our guests.

To act as an in-house guests’ ambassador by establishing and developing personal contact with all our guests enhancing a feeling of comfort, warmth and care throughout their stay.

Principal Accountabilities:
To ensure that Legendary Quality Standards are maintained and exceeded throughout the Reception to reach guest satisfaction

To ensure full knowledge of all guest satisfaction surveys (LRA, LQA Delighting Our Guest and devise) action plans and to act accordingly in order to meet and exceed our guests’ expectations

To monitor arrivals and departures in order to handle guest requests and complaints with specific, personalized attention to our guests

To perform management coverage in the Lobby, building relations with our guests to encourage their feedback and return as well as to provide effective support for our team

To handle and follow up comments, enquiries and guest complaints from internal and external customers, ensuring that they are dealt with until full guest satisfaction is reached

To provide training and coaching to all members of the team ensuring their consistent development and delivery of standards to our guests

To encourage efficient and effective inter-departmental communication to promote a climate of teamwork and motivation

To monitor room type booking levels and ensure the appropriate allocation of rooms to our guests, giving guidelines on room upgrades to the Reception Team

To ensure the full knowledge of the hotel’s yield strategy throughout the team, assisting with the maximization of room yield on a daily basis in close liaison with the Director of Revenue.

To carry out all duties related to the correct billing of revenues, cash control, float balances and credit balances of guests in house

To ensure the team is upselling guests in line with the yield strategy of the hotel

To ensure proper handover of his/her shift to the incoming supervisor/night Manager/Assistant Front Office Manager or Front Office Manager, thus to ensure the quality of our standard and most of all, the safety of the hotel, its guest and colleagues at all time.

Standard Tasks:
To assist the Reception Manager to manage and lead the entire Reception Team and supervise a complete team:
To report directly to the Reception Manager and to work closely with the Duty Managers and the Chef de Brigade to be in control of all happenings in the hotels.

To supervise the smooth operation of all check-outs and check-ins.

To overview the training for the entire reception team and to be in control of constant re-training for all members of staff.

To work directly with the Departmental Trainer to ensure all colleagues receive continuous training.

To review performances of all direct reports by conducting appraisals.

To observe posting accuracy to avoid late charges; minimize allowance amounts.

To ensure the entire team adheres to billing procedures.

To ensure that every team member’s float is accurate and handled according to standards.

To monitor cashier closures and float balances, highlighting any discrepancies to the Reception Manager.

To perform all monetary transactions in compliance with the hotel credit policy ensuring accurate services to our guests

To be aware of all credit risk accounts and follow up with assistance of Chef de Brigade

To control long stay guests accounts and ensure payments on weekly basis.

To be aware of all opened Pay Masters & minimize their balances by following up with accounts, other departments and the clients themselves.

To ensure the correct handling of data control in assistance with the Chef de Brigade.

To enforce that service standards are adhered to by reception team and to control their delivery and their consistency.

To ensure efficiency of service to the guests by having good teamwork with Housekeeping and Guest Relations, Concierge and Switchboard. I.e. assist sister departments.

To support a good staff moral and to keep the entire team motivated.

To control the room inventory; maximizing the profit by wise balancing & strategies of room allocations and up sell opportunities.

To assist the Reception Manager to host regular meeting to communicate with staff consistently and to achieve a positive climate of teamwork.

To be in charge of the team roster and to publish it in a fair and frequent basis.

To assist the Reception Manager to control payroll and manpower coverage.

To assist the Rec