Assistant Front Office Manager – Rosewood Bermuda | Rose Wood

January 20, 2024

Job Description

Under the guidance and supervision of the Front Office Manager, the candidate is responsible in the overall day to day operations of the Front Office team.  Ensures efficient and friendly service that fosters excellent customer relations and service recovery.  Checks and enhances productivity level of the Front Office associates ensuring that manpower and departmental training is well maximized.  Rotates staff for multi-skilling purposes, checks schedules, absences and tardiness to ensure production output is above par. Spearheads Front Office associate’s development through proper guidance and efficient training.  Responsible for the efficiency and output of the Front Office sub-section assigned to them.


Will assist in the managing/overseeing the daily hotel operations.  Will provide ample managerial support to other operating departments during the shift assigned to them.  In charge of communicating major hotel issues to pertinent EXCO members and department heads in pursuit of problem resolution.  Coordinates with all departments concerned to ensure that the hotel operates properly.  Will follow and adhere to all MOD functions indicated below.


Essential Functions

  • Evaluates the staffing requirements and prepare work schedules for Front Office Sections assigned to them on a weekly basis.  Task should adhere to budgeted goals.
  • Ensures that sufficient staffing is present to meet the daily business demands.
  • Completes daily and weekly payroll edits of Front Office Sections assigned to them.
  • Communicates anticipated business demands daily with each associate with daily reviews for each shift (i.e. arrivals/departures, group functions)
  • Ensures associates’ knowledge of hotel services, features and amenities
  • Responsible for planning, organizing and execution of Guest Activities.
  • Assigns specific tasks as they arise to the associates.
  • Monitors and ensures that the associate of each Front Office section performs their job functions to the hotel’s expected level of service.
  • Liaise with Sales and Marketing or Conference Services for organized activities, promotions and events and bring to the awareness of our guests.
  • Assists associates whenever necessary in performing all job functions.
  • Accommodates all guests’ requests in a timely and efficient manner.
  • Handles guest complaints according to the standards and procedures set
  • Coordinates group luggage requirements.
  • Manages the Hotel Car Vendor relationship and ensures the vendor operates to the Brand standards
  • Monitors and maintains cleanliness and working condition of departmental equipment and supplies.
  • Manages and balances Front Office supply expenses in accordance to the budgeted goals.
  • Keeps record of inventories, personnel file including commendations and disciplinary actions, budget, CAPEX, operating supplies
  • Manages the rental golf cart fleet. Liaises with Facilities to ensure maintenance occurs per a regular PM schedule
  • Ensures that the department vehicles are maintained per the agreed maintenance schedule with Engineering
  • Ensures that the department vehicles are maintained in pristine condition and checks them frequently during the day
  • Ensures colleagues are trained on property driving regulations and hold the required licenses
  • Prepares work orders for equipment repairs and distribute to Facilities, monitoring to ensure items are returned in a timely and efficient manner.
  • Monitors and maintain the condition of the front desk, Concierge desk, hotel lobby, hotel entrance, Bell desk and luggage area.
  • Ensures that all pertinent information is documented in the log book daily.
  • Ensure that Rosewood Service standards are met by ensuring regular training is conducted per the Rosewood Training schedule and liaising with the Training Manager
  • Ensuring regular communications occurs by conducting Rosewood Daily Reviews (RDR) and by conducting monthly communication meetings with associates.
  • Leads and executes upselling program as well as other revenue generating programs raised by the Department and Division heads.
  • Overall in-charge of all Training related tasks and records of the Front Office section assigned to them.
  • Leads LQA and AES initiatives for the department
  • Conducts monthly probation reviews and yearly performance appraisals of designated associates.
  • Coaches and counsels Front Office colleagues for optimum performance and disciplines when necessary in accordance with the Collective Bargaining Agreement and Associate Handbook
  • Attends managers’ meetings and operations meetings as required
  • Performs other duties and responsibilities that may be assigned by superiors depending on the operational requirements of the property.

Manager on Duty Functions

  • Overall in-charge of Front Office operations on the shift assigned to them.
  • Handles and resolves guest complaints and other related problems, subsequently to be reported through email, SMS, voice call or EGG report.
  • Serves as secondary managerial support to non FO departments during their shift.
  • Checks cleanliness and orderliness of lobby and other public areas.
  • Are required to do at least 2 perimeter rounds during their shift.
  • Will immediately report any noticeable cleanliness and maintenance issues.
  • Ensures that staff are in proper appearance and behavior during their shift.
  • Assists in handling room assignments and resolves room block conflicts according to availability.
  • Checks and resolves room and person discrepancies as reported by Housekeeping.
  • Operates OPERA Management system in order to assist the Front Office Team.
  • Assists in VIP arrival and departures.
  • Assists in inspecting VIP rooms.
  • Answers complex inquiries and attend to the needs of the guests.
  • Approves and signs for petty cash, rebates and others as required by Front Office cashier operations.
  • Follows through completion of Front Desk shift checklist.
  • Discusses all matters needed to follow-up with the next Manager on Duty.
  • Secures detailed pass-on from the previous Manager on Duty.

Supportive Functions

  • Assist with guest site visits.
  • Promotes and maintains good public relations.
  • Motivates and maintains good staff relations.

Must have at least one year experience as an assistant manager in Front Office or 2 year’s experience as a supervisor in the Front Office department.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

  • Ability to uphold and enforce hotel’s standards, policies and procedures with self and associates.
  •  Ability to prioritize and organize work assignments
  •  Ability to motivate associates and maintain a cohesive team
  •  Must be computer literate.
  •  Must be able to work well under pressure
  •  Demonstrated ability to remain in stationary position for extended periods of time with limited movement.
  •  Demonstrated attention to detail
  •  Demonstrated ability to respond to callers needs in a positive manner assuring optimal satisfaction.
  •  Ability to maintain discretion and confidentiality of all guests and hotel information at all times.
  •  Ability to work cohesively with other departments as part of a team
  •  Requires physical stamina to stand, lift, carry and walk continuously for duration of shift
  •  Must be able to lift up to sixty pounds
  •  Must be able to push and pull a trolley of up to 150 pounds