Front Office Manager

The Front Office Manager is responsible for all aspects of operations at the hotel and provides support to the General Manager/Assistant Manager.

Directs and coordinates hotels activities to obtain optimum efficiency and economy of operations, and maximize full potential with a balanced focus on hotels mission, guests, employees and owners satisfaction.

ASST GENERAL MANAGER DUTIES AND RESPONSIBILITIES:

• Assist the General Manager/Assistant Manager in the day-to-day operations.
• Assigns duties to HOD's and observers performance to ensure adherence to hotel policies and established operating procedures.
• Provides training to front desk staff
• Acts as the hotels public relations director and promotes the property within the hotel industry, local community, and trade associations.
• Monitor the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS and RSTS surveys.
• Receives and resolves or assists the General manager/Assistant Manager in resolving guest complaints and service recovery process.
• Selects or assists in the selection of hotel staff and completes all new hire paper works to submit to GM.
• Review employee performance and conducts personnel actions such as disciplinary actions and terminations.
• Maintains accurate records including cash flows sheet, guest floor limit, AR Aging reports, Direct billing etc.
• Assisting General Manager/Assistant Manager during Morning meetings or conducts the morning HOD meetings in the absence of General Manager/Assistant manager.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
• Ensures the objectives and goals of Marriott and property owners work together to achieve brand positioning and success.
• Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
• Assist GM/AGM in key property issues including capital projects, customer service and refurbishment.
• Assist General Manager/Assistant Manager in wage scale surveys and ensure employee wages are followed by the company and industry salary guidelines.
• Performs daily, weekly and monthly property inspections.
• Ensure property, grounds, physical plant and work areas maintained to standard.
• Build strong working relationships and communications with hotel staff, HOD's and other departments to ensure maximum operating effectiveness and fulfilment of special event need.
• Cover shifts in variable departments as scheduled by the General Manager/Assistant Manager.
• Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to GM/AGM.
• Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.
• Performs sudden audits on rooms and other operating areas.
• Provide effective leadership to hotel team members.
• Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
• Ensures effective, timely and accurate communications flow with regards to hotel policies and procedures.
• Assist the GM/AGM in in all aspects of business planning and report submissions.
• Must be available 24/7 in case to respond to any guest or employee emergencies.
• Corporate client handling and take part in new client acquisition along with the sales team whenever required.
• Assisting in residential sales as and when required and development with strong sales prospects.
• Respond to audits to ensure continual improvement is achieved.
• All Other duties as assigned by the General Manager/Assistant Manager.
• Perform duties in absence of GM/AGM.
• Assists in various dept in the absence of staff or staffing shortage
• Inspects 5 rooms per week and reports deficiencies for maintenance or HK to correct ASAP; follow up to ensure completed
• Performs other tasks or duties assigned/delegated by GM or Regional Leadership

Pay: $35,000.00 - $38,000.00 per year

Work Location: In person