Front Office Manager

Reports to: Hotel Manager

Job Scope: To provide support to the Hotel Manager and act with integrity and professionalism as the Hotel Manager on duty in his/her absence, assist in driving occupancy and revenue in the property. Responsible for the overall day-to-day running of the front office area and excellent service delivery to guests.

Roles and Responsibilities

·         Ensure that customer service is a priority

·         Lead by example

·         Anticipate guest needs

·         Deal with complaints and customer feedbacks in a timely manner- contact the guest as soon as the complaint is received and try to effectively resolve the issue as soon as possible

·         Maintain a high level of local product and service knowledge

·         Ensure that our guest privacy and confidentiality is always maintained

·         Ensure that your personal and your team presentation is kept at high standards

·         Fully versant on your property facilities and room configurations

·         Ensure yourself and all the front office staff are fully versant and polished with respect to: Greeting of guest, presentation and grooming, answering the phone etiquette, entering a reservation and data integrity, property knowledge – know your property, handling complaints.

Communication

·         Communicate (orally and written) with guests, other employees, contractors, key stake holders and Owners in a professional and positive manner

·         Promote team spirit

·         Ensure that every communication is always two ways

·         Ensure that all shift handovers are carried out in a clear and professional manner

·         Ensure that any issues are communicated immediately to the Hotel Manager and aid in solving these issues

·         Ensure that incidents report for incidents/accidents or near misses are completed immediately or within 12 hours if not possible in an accurate and professional manner

Operations

·         Ensure the front desk and back-office areas are tidy and always organized

·         Ensure that all daily checklists are completed in a professional and prompt manner

·         Inform all departments of incoming VIP guests

·         Recognize and acknowledge returning guests

·         Assist the Hotel Manager with the overseeing of the day-to-day operation of the Hotel

·         Ensure all reservations have accurate company or Travel Agent details attached

·         Answer the telephone in a professional manner

·         Assist with the handling and storage of luggage

·         Have a full understanding of the Property Management System (PMS).

·         Liaise with the Housekeeping and Maintenance Departments and ensure that every room is ready for arrival by 2.00pm daily.

·         Address complaints and document action taken

·         Carry out regular building inspections on both common areas and guest rooms and ensure that they are always maintained at the highest standards

·         Assist the Hotel Manager with daily and statistical reporting

·         Ensure that banking are carried daily

·         Complete end of month reporting on each first day of the month

·         Provide on the job training

·         Ensure all Repairs & Maintenance jobs are accurately reported to the Hotel Manager

Health & Safety

·         You must be versant with all property emergency procedures, operate within the same and attend any training as necessary

·         Ensure all injuries, accidents and near miss incidents are reported to the Hotel Manager (or delegate) immediately

·         Be watchful for hazards and risks within the workplace that could cause harm, once an item has been identified has a risk or deemed dangerous towards guests or staff, you must immediately advise the Hotel Manager

Mentorship & Leadership

·         Provide positive feedback and recognize excellence

·         Constantly engage in discussion with all staff to determine morale and level of motivation

·         Support the front office team and assist by covering leave as required

·         Act as a role model

·         Promote Team spirit

·         Ensure new staff are correctly inducted into the property

·         Ensure that you are developing and mentoring staff, as well as following up on progress of each staff member

Revenue

·         Follow rates grids as set by Revenue Manager in order to produce the highest yield

·         Forward leads for new corporate and business opportunities to the Hotel Manager

·         Ensure that all payments made are allocated correctly, chargeback to agent are sent within agreed timeframes including long stay guests in accordance to the PMS credit report.

·         Assist the Hotel Manager with accounts receivable, ensuring pending payments are not older than

60-90 days

·         Ensure all shifts are balanced

·         Perform daily banking

·         Accurately perform folio picking in PMS daily

·         Ensure agent payments are posted and dissected in an accurate manner in Account Receivable posting.

Note:- It is not the intention of this job description to limit the scope or responsibilities of the position but to highlight the most important aspects of the position. You may be required to undertake duties and responsibility that are not listed herein. It is vital the all staff are not only participants but also great contributors to the success of the Hotel operations and to Imagine Hotels & Resorts.