Assistant Front Office Lead

About us voco® The Hague

Can you imagine going to work at a beautiful hotel in the city center of The Hague? Arriving in a busy hotel with happy guests, waiting for you to make their stay unforgettable? At voco The Hague, this will be your daily life! Together with an amazing international team, you will impress the guests with your hospitality and give them memories that last a lifetime. Not only are you responsible for the guests, but also your team. This is your time to shine! You will be the role model for all the other hosts, and you will be their rock during busy times! Sounds good right?

You are responsible for

• Living the voco™ brand with pride, passion & energy. Creating & inspiring others to deliver memorable branded guest experiences. 
• Responsible for all day-to-day Front Office related activities and supervising the Front Office Team on shift. 
• You focus on coaching and training the Front Office team on all aspects of the work and the department. With a special attention to the onboarding and training of new-hires. 
• Updating yourself on recent changes, publications, and memos. 
• Being informed at all times of all activities in the hotel, incidents and developments as communicated during the Front Office handover. 
• Maintaining a high level of guest satisfaction through actively communicating with the guests before, during and after the stay and following-up on potential issues or problems. 
• Ensuring the quality of the hotel product is always at the highest possible level. 
• Monitoring the service behaviors of hosts in all departments and ensuring the voco® brand promise is delivered throughout the guest journey. 
• The planning and assignment of work within Front Office, ensuring everyone knows the priorities of the day and guests are well taken care of. 
• Training the team on brand standards and making sure all standard operating procedures are followed.
• Keeping track of the departmental training plan and ensuring all employees have received the required training and instructions, in cooperation with the Front Office Lead.
• You will assist in the recruitment process, in consultation with the Front Office Manager and Human Resources department. 
• Ensuring all procedures with regards to safety & security are updated and followed closely by the Front office team members. 
• Controls and monitors the quality of the check-in and check-out of guests according to the set procedures.
• Manager on Duty with regards to problem handling, guest related matters and Fire Life Safety. 
• You are responsible for handling and resolving bookkeeping issues related to Front Office and support the accounting team in administrative corrections as well as taking actions to prevent reoccurrence of these issues.
• You are responsible for managing all house accounts and guest ledgers including the audit of open balances, follow-up with the accounting and sales team keeping them informed on the follow-up of any open balances.
• You will stimulate the employees to “suggestive selling”, being the project owner for upselling within Front Office. 
• You will guard the set budgets in relation to cost, sales volume and expenses. With the ultimate goal to protect the departmental profitability and aim for the highest possible return.
• You will be responsible for a correct use of the Front Office cash-floats and payments. Auditing all cash procedures at the reception to prevent or resolve cash shortages. 
• You will be covering Front Office shifts when needed.
• Conduct, lead and minute departmental meetings.
• Keep up with the developments relating to your work area.
• Having a "service-minded" approach to your own and other departments
• Ensure that your team works harmoniously and in line with the other departments.
• Driving results and consistently deliver & inspire others by leading by example.  
• Promoting teamwork and lifestyle service through daily communication and coordination with other teams. 
• Driving a great working environment for teams to thrive by connecting departments and creating the sense of one team. 
• Ad-hoc duties as required – unexpected moments when we have to pull together as a team to get a task done. 

Did you bring everything?

• Passion for hospitality.
• Knowledge of PMS system Opera is an advantage.
• Pro-active attitude and eye for detail with a natural drive for continuous improvement. 
• A naturally outgoing and friendly personality with a passion for service excellence to consistently deliver and demonstrate voco™ service standards to our voco® hosts.
• A true “team-player” mentality and flexible attitude towards a diverse set of tasks. 
• Excellent communication skills in English.  Another language is always a plus.
• You are experienced in training and coaching staff
• Having a ‘Leermeester’, BHV and/or Social Hygiene certificate is preferred