Assistant Front Office Manager

OBJECTIVES
1. The prime Objective is to anticipate guest needs and to reorganize VIP and repeated guests.
2. To assists Front Office Manager in the smooth running of the Front Office operation
3. To assist Guest Service Agent, Guest Relation Officer as well as Reservation Supervisor.
4. Representing management during their absence.

DUTY
1. Duties are divided into:
• Weekday – day duty
• Weekday – Evening duty
• Night Duty
• Weekend and Public Holiday Duty
2. AFOM has to be thoroughly familiar with the hotel policy and procedures, “Knowing Your Product” booklet, Fire & Emergency Manual and Employee handbook.
3. To be acknowledgeable with all front office functions (refer to Standard Service procedure)
4. In absence of Front Office Manager or Management special authority will be given to AFOM (refer to Policy and Procedure)
5. To be fully aware of in-house activities, function, VIP arrivals, group, etc.
6. To be familiar with all loyalty and frequent flyer programs, benefits and procedures especially the Sol Melia Mas/The Card.
7. Priority has always to be given to the Guest Hot Line with proper follow up and log book record.
8. In case of emergency, fire or bomb threat, General Manager has to be notified immediately

WEEKDAY – DAY DUTY
1. Hand over from the previous shift or Front Office Manager
• Master Room Key
• Petty Cash Float key
• Room Safe Decoder (Including record)
• AFOM Log Book with appropriate briefings of things to follow up.
• VIP and group arrival checklist
• Briefing on special happenings during the previous shift.
2. Follow up on special guest or complaints is an absolute priority
3. To read through book of all sections
4. To double check correspondences of arriving VIP’s and group.
5. Morning shift to attend front office briefing at 09.00
6. Physically checked all rooms for VIP/VVIP
7. During meal time, each station has to be appropriately manned.
8. VIP’s and regular guest to be greeted by AFOM/FOM and escorted by Guest Services Agent
9. To bid farewell all VIP and regular guest.
10. Assisting in group check - in and get in contact with the tour leader regarding any special arrangement such as wake up call, meal arrangement, luggage down, etc. and to inform the concerned department.
11. To ensure that all message and fax are delivered immediately.
12. To encourage guest to fill in guest questionnaire, note down special comment.
• All checked in guest Registration Cards and make sure all input are correct.
• All checked out City Ledger folio and make sure all are complete and correct.
13. Hand over to the next shift or Front Desk Manager. Under no circumstances AFOM can leave the hotel before handling over to the next shift.

WEEKEND AND PUBLIC HOLIDAY DUTY
1. In addition to the weekend day duties, AFOM to take up some extra responsibilities, such as regular checking of:
• The entire back of the house area, including staff canteen and locker rooms.
• Business Center, Souvenir Shop and Pool operation
• Food and Beverage Outlets ( Any problems to be addressed to F& B Manager or Assistant F&B Manager on duty)
• Security Posts.
• Executive Lounge (when ready)
• Fitness Center (when ready)
• Heliport.
2. AFOM is authorized together with Security Guard to open F&B or General Store, for emergency issue only, with proper record. Opening of any store rooms should be kept to an absolute minimum.
3. Walk – in hotel inspection to be handled by AFOM in absence of Sales Manager or Sales Executive.
4. To regularly check the fax machines and follow up the delivery.
5. In case of uncertainly in marking a decision, Front Office Manager to be called living in – house.

NIGHT DUTY
1. To take over from the evening shift.
2. Important: to check all city ledger charges, its correctness and completion, entry of today’s checked-in, do the correction before running the night audit function. Night Audit function will not be carried on without Night AFOM approval on the room charges.
3. To be always alert and to do regular checks of public areas as well as back of the house.
4. To ensure all F&B outlets, Executive Lounge and Fitness Center are closed according to time schedule.
5. To ensure no staff are sleeping.
6. To ensure that all security posts are manned regular security patrol taking place.
7. To read carefully AFOM log book and do the necessary follow up
8. Double check all VIP’s group correspondences to ensure al special arrangements are in place such as wake up calls, early breakfast, rates, billing instruction, transportation, etc.
9. Regular check of the fax machines.
10. To check due check – in arrival list, cancel the booking if not guaranteed or leave them as No Show if guarantees and chargeable.
11. To check departure list and make sure that all are checked out from the system or whether it is an extension stay.
12. To organize the manning during meal time.
13. To work closely with Night GSA to double check the next day preparation of arrival and departure.
14. To finish the morning reports by 7 am and circulated them based on the distribution list.
15. To log any unusual findings and happenings in the management log book for further follow up.
16. Dealing with Complaint with the most acceptable diplomacy and log it in the Management Log book.
17. To conduct Front Office morning briefing for morning shift staff at 6:50.
18. To hand over the shift to morning shift or Front Office Manager.

EDUCATION AND TRAINING: University
LANGUAGES: Fluent English
SPECIFIC KNOWLEDGE: Yield Management
WORK EXPERIENCE IN OTHER COMPANIES (IN CASE OF EXTERNAL SELECTION): 3 years in a similar position in large hotels or international companies
WORK EXPERIENCE IN MELIA (IN CASE OF INTERNAL PROMOTION): 2 years in the company in similar position in large hotels

- 13th Salary
- Cross training among Melia Hotel International
- Accommodation Allowance

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