Assistant Front Office Manager

What we trust you with
Write and implement Standards Operating Procedures, based on Operational needs. Constantly keep the Standards Operating Procedures up-to-date, and in line with new practice.
Participate on organizing and implementing training plans: Induction plan for new starters, to ensure smooth onboarding; Ongoing training plan, to retrain and reenforce knowledge; individual training plan to develop associate on specific task and duties. 
Conduct regular audits, standards, and quality checks to ensure the application of the standards and overall quality. 
Set specific and measurable performance goals for the team and each associate.
Recommends to Front Office Manager how to improve guest service and efficiency in Front Office operations.
Ensure and follow up on guests' well-being and satisfaction before, during, and after their stay. 
Create relationships with guests and build customer loyalty. 
Be the main point of contact in case of a major guest's incident or emergency. 
Communicate efficiently all guest's and general information, to relevant departments, to ensure smooth operations and overall awareness, using all systems available (Email, Teams, Opera, Alice, Sekom, etc.).
Learn and register guests' information, preferences and habits, to ensure proactive service and optimize cross-selling, per the GDPR laws.  
Anticipate guest's needs and potential issues. 
Review the complaint log, identify recurring complaints/issues and create an action plan to resolve them. 
Constantly review the arrivals lists, ensuring requests are met, and correct allocation of the rooms.
Organize the roster, ensuring the reception is staffed according to daily operations needs (GIH, arrivals, departure numbers, ...), optimizing manpower and reducing staffing costs.
Maintain and develop the team’s competencies.
Motivate and challenge the team. Encourage team spirit.
Cooperate with other HODs, departments and external companies/providers.
Promote active and clear communication within the department and with other departments. 
Control and optimize room inventory and manage potential over-booking. 
Organize regular inventory checks, and order additional stationaries and material needed for the smooth running of the operations. Report any defective equipment.
In the absence of the Front Office Manager conduct monthly departmental meetings with all Front Office staff present.
Ensure adequate staffing, according to budget.
In cooperation with the Front Office Manager conduct candidate screening, interviews, and select potential Front Office candidates.
Closely with the Front Office Manager, conduct performance review and appraisals, coaching, disciplinary actions, employee relations, wage and salary administration, and succession planning. 
Closely with Guest Relations, respond to all guest's comments, including the ones posted on the OTA websites and Trip Advisor. 
Prepare departmental budget and business plan; ensure the department operates within the approved budget.
Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation.
Maintains own working area, and materials clean, tidy and in good shape.
Assign projects to the team, and delegate tasks to develop their skills.
Live and Breathe the Almanac brand standards and be a role model to the team and all hotel employees

What makes you a match
2-3 years working in a similar position in upper upscale hospitality. 
Strong team development skills and training abilities. 
Team player, proactive, organized, communicative, result-driven, detail-oriented.  
Self-motivated and energized, focused and keen. 
Advanced English skills both verbal and written. Other language skills welcome including Czech/Slovak. 
Passion for the product, tenacity and the highest level of integrity and work ethic. 
Deliver bespoke experiences for clients and employees. 

You        
Warm
Authentic
Connected to Food Culture
Pioneering
Conscious

What’s in it for you 
Being part of a privately owned hotel collection with low hierarchies. 
Employee and Friends and Family Rate at Sister Hotels. 
Free meal whilst on duty in the Staff Cafeteria. 
Uniform and its cleaning. 
Discounts at the Restaurant, Bar, and Coffee shop. 
Trial night for 2 including F&B experience after the probationary period.  
Pluxee Benefit Card contribution.
Contribution to pension insurance of CZK 500 a month after 6 months. 
25 days annual leave after 1 year of employment.   
Reimbursement of the annual transit pass after 1 year of employment.   
Employee Recognition program.