Front Office Manager (Saudi National)

Job description / Role

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 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
- 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.
- Co-ordinates 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.
- Checks Front Office equipment periodically.
- Maintains Front Office supplies.

LAWS, REGULATIONS AND POLICIES

- Makes sure Front Office follows all applicable laws
- 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.

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.