Front Office Manager

Front Office Manager

Duties and Responsibilities

• • Manages Front Office operations by ensuring that policies and procedures are complied with the highest standard of service and guest satisfaction.
  • Reviews and monitors preparations for group arrivals.
  • Performs daily checks of all room rates and guest account balances.
  • Enforces all cash-handling, credit policies, cheque and credit card acceptance.
  • Reviews room availability status, room blocks and special requests on a daily basis, through working closely with relevant departments and liaising on all groups and FIT movements.
  • Supports reservations and provides necessary guidance to Front Office and relevant departments to maximize revenue.
  • Works with Housekeeping and Facilities departments on daily operations with regards to guestroom status.
  • Handles guest complaints, administers guest surveys, evaluates and responds to guests’ feedback.
  • Review all VIP reservations, and randomly inspect rooms before arrival.
  • Supervises, trains and coaches Front Office Agents to ensure that the best guest experience is provided.
  • Ensures that all policy changes, reminders and sales initiatives are communicated to Front office Agents.
  • Greets guests as time permits at lobby and assists Front Office during busy periods.
  • Chairs monthly Front Office meetings to review performance and discuss opportunities for improvement.
  • Monitors and develops team members’ performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, delivering recognition, rewards and recruiting.
  • Monitors and reviews revenue centre and inventory for retail outlet.
  • Provides guidance and suggestions on effective marketing and promotional initiatives geared at brand enhancement and revenue generation.
  • Initiates and handles configuration and service request for the PMS (Opera) and booking portals
  • Establishes and maintains annual Front Office budget.
  • Reviews night audit reports and other income audit reports.
  • Distributes guest surveys and gathers data from guest feedback.
    
  • Analyses guest data and makes recommendations based on findings.
  • Performs Duty Manager Functions.
  • Performs any other related duties as required.                                                                                                                   

Requirements:

• • Bachelor’s degree in hospitality or a relevant field from an accredited University or College.
  • 6-8 years progressive experience in Front Office Operations with at least 5 years in a Management/Supervisory role.
  • Strong proficiency in the use of Microsoft Office Suite.
  • Robust knowledge of Opera which includes rate configuration and service requests.
  • Impressive organisational skills.
  • Ability to speak and understand a foreign language (Spanish) will be an asset
  • Experience in handling cash accounting procedures and general administrative tasks.