Front Office Supervisor/Front Office Manager

Job Summary / Purpose

Front Office Manager provides day to day supervision, direction and leadership to all Front Office personnel under the guidance of the General Manager. He is also responsible for all Front Office activities relating to the effective and efficient operation of Front Office and makes decision during the absence of senior management.

Duties and Responsibilities

1. Attends DHs' morning briefing and chairs specific meetings to update, share and obtain information.
2. Checks on departmental operations to ensure visibility and “hands-on” activity.
3. Meets with guests to check on guest's satisfaction and feedback for improvement.
4. Attends Sales / F&B Meetings.
5. Preparing Front Office monthly Occupacy and Statistic reports.
6. Assist to greet VIPs and assists them to their room.
7. Assist Reception during heavy check-in / check-out / Group arrival.
8. Monitor staff performance and ensure they follow according to their performance standard.
9. Handling guest complaints and Emergencies.
10. Conducts routine check around the front and back of the house to ensure all areas are in order.
11. To ensure lobby areas are well kept and clean.
12. Maintains communication and creates a sound working relationship with all departments.
13. Responsible for overall cleanliness of the hotel and checks the appearance, grooming and uniforms of staff are neat and tidy.
14. Supervises the whole front office department and ensures the highest level of service is provided.
15. Prepares duty schedule and administrative work for all sectios and conducts daily briefings.
16. Conducts regular training and ensures that all Front Office staff achieved the desired level of Customer service and job knowledge.
17. Responsible to achieve the highest occupancy levels for the purpose of maximizing room revenue and profit.
18. Review constantly room availability in relation total room sold, opening and closing categories with an objectives to maximize occupancy and revenue.
19. Participate in the monthly forecast and departmental reports and performances.
20. Encourages and promotes inter-departmental cooperation, as well as teamwork and morale.
21. Encourage the Front Office staff to take every opportunity to “Upsell”.
22. To ensure that all staff are aware of the promotions and activities in the hotel and ensure that F&B outlets are recommended and promoted to all guests.
23. To ensure maximum guest safety, satisfaction and comfort of the hotel guests.
24. From time to time to evaluate staff performance and make recommendation to rectify and makes appropriate suggestions to improve staff training.
25. Performs any additional assignments as delegated by the management as competently and effectively as possible and in observances with the hotel policies.