Assistant Front Office & Reservations Manager

We are recruiting to fill the position below:

Job Title: Assistant Front Office & Reservations Manager

Location: Abia
Employment Type: Full Time
Reports to: Front Office Manager
Direct Reports: Front Desk Supervisors, Receptionists, Reservation Officers, Guest Service Agents, Telephone Operators, Bell Attendants, Concierge (where applicable)

Main Function

• The Assistant Front Office & Reservations Manager serves as the operational support to the Front Office Manager, ensuring the Front Office and Reservations teams consistently deliver professional, efficient, and guest-focused services that enhance the hotel's reputation and business performance.
• The role assists in coordinating daily front office activities, supervising staff, optimizing room occupancy, and maintaining high standards of guest satisfaction while ensuring compliance with company policies and Standard Operating Procedures (SOPs).
• The Assistant Front Office & Reservations Manager oversees front desk operations, reservations management, guest relations, room allocation, cashiering, switchboard services, concierge services, and communication between operational departments.
• The Assistant Front Office & Reservations Manager is responsible for supporting the Front Office Manager in the efficient management of the Front Office and Reservations operations, ensuring exceptional guest service, seamless check-in and check-out experiences, effective room inventory management, and adherence to established operational standards.
• The role is responsible for ensuring operational efficiency, maximizing room revenue, maintaining accurate reservation records, resolving guest concerns, and supporting continuous service improvement initiatives.

Role Responsibilities
Front Office Operations & Service Excellence:

• Ensure all Front Office operations comply with approved Standard Operating Procedures (SOPs).
• Conduct routine inspections of the Front Desk, Lobby, Concierge, Business Centre, and Guest Service areas.
• Support the Front Office Manager in maintaining exceptional service standards.
• Ensure prompt response to guest enquiries and service requests.
• Monitor guest arrivals, departures, room availability, and occupancy status.
• Supervise the daily operations of the Front Office and Reservations departments.
• Ensure smooth and efficient guest check-in, check-out, and reservation processes.

Reservations Management:

• Collaborate with the Sales & Marketing team regarding group bookings and promotional packages.
• Monitor booking trends, cancellations, no-shows, and overbooking situations.
• Monitor room inventory and optimize room allocation to maximize occupancy and revenue.
• Coordinate room blocks for groups, conferences, VIP guests, and special events.
• Supervise all reservation activities to ensure accuracy and efficiency.
• Ensure reservation records are accurate and updated within the Property Management System (PMS).
• Ensure reservation confirmations are communicated promptly to guests.

Guest Experience & Relations:

• Deliver exceptional guest service across all Front Office touchpoints.
• Welcome VIP guests and assist with special guest requirements.
• Resolve escalated guest complaints professionally and promptly.
• Monitor guest feedback, online reviews, and satisfaction surveys.
• Ensure personalized guest experiences that encourage repeat business.
• Promote a guest-centric culture within the Front Office team.
• Maintain effective communication with guests throughout their stay.

Revenue Management & Financial Controls:

• Support initiatives aimed at maximizing room occupancy and revenue.
• Monitor daily room availability, occupancy levels, Average Daily Rate (ADR), and room revenue.
• Ensure compliance with cash handling procedures and financial controls.
• Assist with daily revenue reconciliation and reporting.
• Supervise Front Office cashiering activities to ensure accurate billing and payment processing.
• Review guest accounts, refunds, discounts, complimentary stays, and billing adjustments.

Staff Leadership & Human Capital Management:

• Monitor employee attendance, punctuality, productivity, and performance.
• Ensure staff comply with grooming, appearance, and service standards.
• Provide coaching, mentoring, and on-the-job training.
• Supervise Front Office and Reservations personnel during assigned shifts.
• Support employee performance evaluations and development initiatives.
• Promote teamwork, professionalism, accountability, and excellent customer service.
• Prepare staff schedules and duty rosters.

Operational Coordination:

• Work closely with Security on guest safety and incident management.
• Support the successful coordination of conferences, events, and group arrivals.
• Coordinate with Food & Beverage for VIP amenities and guest requests.
• Liaise with Engineering to address maintenance issues affecting guest rooms.
• Ensure seamless communication between Front Office and all operational departments.
• Coordinate with Housekeeping regarding room readiness and room status updates.

Quality Assurance & Continuous Improvement:

• Monitor compliance with Front Office service standards and hotel policies.
• Promote continuous improvement in operational efficiency and guest satisfaction.
• Identify service gaps and recommend improvement initiatives.
• Conduct routine quality inspections of Front Office operations.
• Ensure corrective actions arising from guest feedback are implemented promptly.

Risk Management & Compliance:

• Ensure compliance with company policies, hotel regulations, and statutory requirements.
• Monitor adherence to safety, security, and emergency response procedures.
• Protect hotel assets and maintain operational integrity.
• Ensure proper verification of guest identification and registration procedures.
• Participate in internal and external audit exercises.
• Maintain guest confidentiality and data protection standards.

Reporting & Performance Management:

• Prepare daily, weekly, and monthly Front Office and Reservations reports.
• Monitor implementation of management directives and corrective action plans.
• Submit operational reports to the Front Office Manager.
• Maintain accurate departmental records and documentation.
• Monitor departmental Key Performance Indicators (KPIs).
• Analyze occupancy trends, reservation performance, guest feedback, and operational data.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or Higher National Diploma (HND) in Hospitality Management, Hotel Management, Business Administration, or a related discipline.
• Training in Front Office Operations or Reservations Management is desirable.
• Professional hospitality certification is an added advantage.

Experience:

• Experience managing reservations, guest relations, and Front Office operations in a hotel environment.
• Minimum of 5 years' progressive experience in Front Office or Reservations operations, with at least 2 years in a supervisory role.
• Experience in revenue management and guest service operations is an added advantage.
• Strong knowledge of Property Management Systems (PMS), reservation platforms, and Front Office procedures.

Skills:
Technical Skills:

• Operational reporting
• Reservations management
• Microsoft Office Suite
• Front Office operations management
• Guest relations and customer service
• Hotel operational procedures
• Property Management Systems (PMS)
• Room inventory management
• Revenue monitoring
• Cash handling and billing procedures

Soft Skills:

• Conflict resolution
• Customer service orientation
• Time management
• Problem-solving and decision-making
• Attention to detail
• Leadership and team supervision
• Organizational skills
• Ability to multitask in a fast-paced environment
• Excellent communication and interpersonal skills
• Professionalism and integrity

How to Apply
Interested and qualified candidates should forward their CVs and cover letters to: [email protected] using "Assistant Front Office & Reservations Manager - Aba" as the subject of the email.

Note: Only shortlisted candidates will be contacted.