Front Office Manager
Outline of Position
To assume responsibility in conjunction with relevant heads of department for the Front Office Department. Within this role, to ensure the smooth running of that department to the highest standards of customer care with ongoing training to be implemented.
The Front Office Manager is responsible for creating a pleasant experience for guests to ensure their return.
Responsible to:
Deputy General Manager
Key duties and responsibilities (although not exhaustive):
1. Arrive promptly on duty as scheduled, dressed in a full, clean, and presentable uniform in accordance with company grooming policy.
2. Schedule and chair front office departmental meetings monthly or as required by the General Manager, with minutes forwarded for their attention.
3. Maintain the highest level of personal and work cleanliness and hygiene throughout all duties.
4. Be aware of and analyze upcoming business, understanding future requirements and planning accordingly.
5. Monitor the arrivals list and be aware of VIP arrivals at all times.
6. Build and strengthen relationships with guests to extend their personal preferences, creating new hotel customers for future bookings.
7. Be fully knowledgeable of competitor activities and benchmark current provisions against them.
8. Work within budgeted targets for room revenues, occupancies, and rate achievement.
9. Responsible for staff scheduling within budget constraints.
10. Ensure the front desk operates professionally, maintaining company standards at all times.
11. Offer all agreed services and amenities, such as porterage and wake-up calls.
12. Handle guest queries, requests, and reservations promptly and efficiently.
13. Provide high standards of quality through training and monitoring.
14. Compile customer databases and ensure effective follow-up systems are in place, staying aware of market changes to adjust services and rates as needed.
15. Maximize room revenue, occupancy, and revenue per available room through yield management and analysis.
16. Ensure staff are aware of hotel promotions and activities.
17. Maximize sales opportunities through up-selling and additional sales, recording sales efficiently.
18. Perform duty management functions as required.
19. Structure effective rosters to meet business levels.
20. Regularly review and update departmental SOPs, communicating changes to team members.
21. Monitor ledger bills before submission to accounts.
22. Oversee management accounts and ensure guest charges are correctly attributed and settled.
23. Manage deposits, lodgements, floats, and foreign exchange.
24. Handle complaints efficiently, attentively, and constructively.
25. Respond effectively to guest queries and inquiries.
26. Ensure cash handling procedures comply with company policy.
27. Maintain uniform and personal hygiene standards among staff.
28. Comply with legislations regarding Fire, Health and Safety, Hygiene, Food Hygiene, Customer Care, and Security.
29. Order supplies using the online purchasing system.
30. Adhere to the company's Code of Conduct.
31. Understand and carry out responsibilities as outlined in the Staff Handbook.
32. Keep workstations clean, safe, and tidy.
33. Report maintenance issues immediately.
34. Participate in training and communication meetings as scheduled.
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