Assistant Front Office & Reservations Manager at Domeo Resources International (DRI)

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 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 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 role is responsible for ensuring operational efficiency, maximizing room revenue, maintaining accurate reservation records, resolving guest concerns, and supporting continuous service improvement initiatives.
• 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.

Role Responsibilities
Front Office Operations & Service Excellence:

• Supervise the daily operations of the Front Office and Reservations departments.
• Ensure smooth and efficient guest check-in, check-out, and reservation processes.
• Monitor guest arrivals, departures, room availability, and occupancy status.
• 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.
• Ensure prompt response to guest enquiries and service requests.
• Support the Front Office Manager in maintaining exceptional service standards.

Reservations Management:

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

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.
• Maintain effective communication with guests throughout their stay.
• Promote a guest-centric culture within the Front Office team.

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.
• Supervise Front Office cashiering activities to ensure accurate billing and payment processing.
• Ensure compliance with cash handling procedures and financial controls.
• Review guest accounts, refunds, discounts, complimentary stays, and billing adjustments.
• Assist with daily revenue reconciliation and reporting.

Staff Leadership & Human Capital Management:

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

Operational Coordination:

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

Quality Assurance & Continuous Improvement:

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

Risk Management & Compliance:

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

Reporting & Performance Management:

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

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.
• Professional hospitality certification is an added advantage.
• Training in Front Office Operations or Reservations Management is desirable.

Experience:

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

Skills:
Technical Skills:

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

Soft Skills:

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