The Role; Front Office Manager Reporting to; Director of Operations 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 on-going training to be implemented.
The Front Office Manager is responsible for creating a pleasant experience for guests to ensure their return Key duties and responsibilities (although not exhaustive) · To arrive promptly on duty as scheduled in a full, clean & presentable uniform at all times in accordance with company grooming policy.
· Schedule and chair front office departmental meeting monthly or as required by The General Manager, minutes from which to be forwarded for his/her attention.
· Maintain the highest level of personal and work cleanliness and hygiene and throughout all duties.
· To be aware and analyse all forthcoming business on a regular basis, being aware of future business requirements and make plans accordingly.
· To monitor the arrivals list and be aware of impending VIP arrivals at all times.
· Build and strengthen relationships with guests to extend their personal preferences to create new hotel customers that enable future bookings.
· To be fully knowledgeable of competitor activities and benchmark current provisions against the same · To work within budgeted targets – room revenues, occupancies and rate achievement · Be responsible for staff scheduling working within budget constraints.
· To ensure that the Front desk is operated in a professional manner at all times ensuring that the standards set down by the company are maintained at all times.
· To ensure all agreed services and amenities are offered.
E.g.
porterage service, wake up calls etc.
· To ensure all guests queries/requests and reservations are dealt with promptly and efficiently.
· To ensure that all guests are offered consistently high standards of quality through training and monitoring.
· To compile useful customer data bases and information, and ensure there is an efficient follow up system in operation.
aware of relevant competitor information and market changes to initiate changes to our services/rates as appropriate.
· Maximise room revenue, occupancy percentage and revenue par through yield management, revenue analysis and tracking.
· To ensure all staff are aware of hotel promotions or special activities.
· To maximise all sales opportunities through up-selling and additional sales, efficient recording of sales.
· Carry out duty management functions as required to the business demands.
· To structure effective rosters to ensure shifts are covered to meet level of business.
· To regularly review departmental SOPs and ensure they are updated as required and communicated to all team members.
· To monitor ledger bills prior to being received by accounts.
· To monitor all management accounts.
· T monitor that guest charges are being attributed and settled correctly.
· To ensure all billing is done to the agreed standard and to liaise with accounts to alleviate any problems.
· To manage deposits and lodgements, floats and foreign exchange · To deal with complaints in an efficient, attentive and constructive manner.
· To ensure that any guest queries/enquiries are responded to effectively.
· Ensure cash handling procedures are carried out in accordance with company policy.
· To ensure that agreed standard of uniform and personal hygiene is adhered to by all team members at all times.
· To comply with company legislations regarding Fire, Health and Safety, Hygiene, Food Hygiene, Customer Care and Security.
· Carry out ordering responsibilities as required utilising Online purchasing system.
· Adhere to the company's Code of Conduct.
· To read, understand and carry out your responsibilities as defined in the Staff Handbook.
· Ensure work stations are kept clean, safe and tidy at all times.
· Report any maintenance issues immediately to management, · All staff of the company are required to make themselves available for training and communication meetings for which advance notice will normally be given.
Above list of requirements although mandatory is not exhaustive, reasonable flexibility will be required within your role.
