POSITION DESCRIPTION

Position: Front Office Manager

Department: Rooms Division / Front Office

Reports to : Director of Rooms

PURPOSE OF POSITION

To manage the operations of Front Office by ensuring product and service quality standards are met.

KEY ROLES & RESPONSIBILITIES

- Manage and supervise all tasks of front office personnel to ensure guests receive prompt, cordial attention and personal recognition
- Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
- Monitor Front Office, and particularly Guest Relations personnel, to ensure priority guests, repeat guests and other VIPs receive special attention and recognition
- Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
- Maintain inter-departmental relationships to ensure seamless customer service
- Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
- Schedule and regularly conducts routine inspections of areas under his/her control
- Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
- Know system recovery procedures
- Interpret computer reports and compile relevant statistics for front office
- Continually check the accuracy of room count
- Approve upgrades and special amenities
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
- Communicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPs
- Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements
- Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
- Plan for future staffing needs and recruit in line with company guidelines
- Prepare detailed induction programmes for new staff
- Analyse training needs of Front Office staff and develop training programmes
- Conduct probation and formal performance appraisals
- Coach, counsel, discipline staff and provide constructive feedback to staff
- Work with the Finance and Business Manager in the preparation and management of the department's budget
- Adhere to OH&S policies and procedures and ensure all direct reports do the same
- Log security incidents and accidents in accordance with hotel requirements

PERSONAL ATTRIBUTES

- Excellent communication skills in English
- Ability to communicate in a second language
- Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
- Strong working knowledge of budgets, forecasting, profit and loss statements
- Ability to train and motivate individuals, creating and maintaining a cohesive team
- Good computer knowledge; able to use property management system
- Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
- Ability to ensure security and confidentiality of guest and hotel information
- Ability to work with constant interruptions with a high degree of professionalism
- Ability to prioritize and organize work assignments; delegate work
- Ability to direct performance of staff and follow up with corrections where needed