Front Office Manager (Saudi National)

AccorHotels

Jeddah, Saudi Arabia

Posted
Ref: RP714-2868

Job description / Role

Employment: Full Time

PRIMARY OBJECTIVE OF POSITION
- Under the direction of the Rooms Division Manager, manage and co-ordinate Front
- Office operations to provide efficient, prompt, courteous, trouble free and proactive service to guests; hence maximise rooms revenue and guest satisfaction.
- All work will be in line with the hotel's guidelines and business plan, the departmental business plan, and Radisson SAS corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES
- Manage and coordinate front office operations to provide the
- Highest standard of service
- Achieves guest satisfaction and rooms revenue goals by supervising the Front Office operation
- Ensures that Front Office is staffed according to need by utilising business forecasts to schedule employees
- Oversees and participates in the prompt and courteous check-in and check-out of guests
- Addresses questions or problems pertaining to customer room accommodations and rates
- Aids in planning for meetings and special events by meeting with individual customers and convention representatives, and supporting the Director of Sales function at the hotel when not there
- Controls open and closed dates, availability and condition of rooms FOM 2
- Keeps effective key control and participates in matters relating to customer room security
- Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions
- Controls room rates, and implements approved rate changes
- Monitors advance deposit and credit procedures
- Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve
- Brings major needs for repair to the attention of the General Manager
- Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP's and special guests
- Blocks rooms for VIP's and special guests
- Is proficient in all Front Office procedures to be a resource when needed
- Challenges Front Office staff to utilise yield management, occupancy and average room rate to maximise room revenue
- Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation
- Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies
- Analyses the rate variance report to ensure proper room rate and revenue control
- Analyses credit check report daily for possible doubtful accounts

MANAGING THE FRONT OFFICE TEAM
- Utilises leadership skills and motivation to maximise employee productivity and satisfaction
- Monitors the Front Office team's overall service and team work daily and focuses on how to improve and increase service delivery efficiency
- Recommends to Rooms Division Manager how to improve guest service and efficiency in Front Office operations
- Analyses departmental financial reports, and takes corrective action and follow-up
- Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate
- Checks and revises night clerk source of business report
- Coordinates billing with the Accounting Department
- Controls and pre-assigns rooms and arrangements for groups booked
- Provides effective sales effort at Front Office to maximise rooms revenue
- Maximises the total occupancy of Radisson SAS hotels in the area, by serving as a liaison with other Radisson SAS hotels
- Checks Front Office equipment periodically
- Maintains Front Office supplies

LAWS, REGULATIONS AND POLICIES
- Makes sure Front Office follows all applicable laws

FOM 3
- Keeps track on purchasing costs for department for maximum quality to lowest possible price
- Makes sure that Front Office deliver quality guest services within departmental and corporate standards and guidelines

Requirements

HUMAN RESOURCES MANAGEMENT
- Screens, interviews and selects potential Front Office candidates
- Identifies training needs and develops the departmental training plan
- Trains Front Office staff appropriately and proactively
- Ensures that staff meets and exceeds guest expectations by training and inspiring staff to provide Yes I Can! service
- Makes sure staff receives skills training to provide consistent, reliable service
- Encourages, develops and manages effective employee relations within department and throughout the hotel
- Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Rooms Division Manager
- Works closely with the Rooms Division Manager, and the Human Resources

Manager to conduct the following Human Resources related tasks within department:
- Performance appraisals
- Coaching
- Counselling
- Discipline and grievance
- Employee relations
- Wage and salary administration
- Compensation and benefits
- Succession planning

EMPLOYEE RELATIONS
- Fosters and develops effective employee relations within department, and throughout the hotel
- Utilises effective internal communication, including weekly meetings with Service
- Managers to ensure optimum team work and productivity
- Conducts monthly departmental meetings with all Front Office staff present
- Looks for ways to motivate and challenge employees

HEALTH AND SAFETY
- Ensures that all potential and real hazards are reported and reduced immediately
- Fully understands the hotel's fire, emergency, and bomb procedures
- Ensures that emergency procedures are practised and enforced to provide for the security and safety of guests and employees

FOM 4
- Ensures that all employees within own department work in a safe manner that does not harm or injure self or others
- Stimulates and encourages a general awareness of health and safety in tasks and activities managed within the department
- Ensures the safety of the people and property within the premises by applying hotel regulations, and adhering to existing laws and regulations
- Anticipates possible and probable hazards and conditions and either corrects them or take action to prevent them from happening
- Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct of hotel employees is maintained by all employees in the department

MISCELLANEOUS
- Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information
- Prepares proper follow-up and /or forecasts to aid in management decision making
- Prepares departmental budget and business plan; assures deportment operates within approved budget
- Analyses deviation to budget, and takes action when required
- Attends meetings and training required by Rooms Division Manager
- Assists colleagues to perform similar or related jobs when necessary
- Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
- Accepts flexible work schedule necessary for uninterrupted service to hotel guests and stakeholders
- Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to appropriate person within the hotel
- Continuously seeks to endeavour and improve the department's efficient operation, and knowledge of own job function
- Is well updated on, and possesses solid knowledge of the following:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)
- Hotel standards of operation and departmental procedures
- Current licensing relating to own department and to the hotel
- Accepted methods of payment by the hotel
- Short and long term hotel as well as corporate marketing and promotional programs
- Corporate clients and clients generating high business volume
- Union agreements

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.