Front Office Manager 55 views

Reports to: Operation Manager/General Manager

POSITION SUMMARY:

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates activities in the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for the front office department.

FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES:

• Trains, cross–trains, and retrains all front office personnel.
• Be Knowledgeable about all Front Office operating procedures.
• Resolves guest problems quickly, efficiently, and courteously.
• Participates in the selection of front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance of each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor the selling status of the house daily. I.e., flash report, allowance, etc.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Upholds the hotel’s commitment to hospitality.
• Prepare performance reports related to the front office.
• Monitor high balance guests and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Monitor all V.I.P’s guests and requests.
• Maintain required parts of all front office and stationery supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review the Front office logbook and Guest feedback forms daily.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Perform other duties as requested by management.

• BA Degree and above in Front Office or Hotel Management or any related field.
• Having three or more years’ work experience in a Front office Manager
• Good Command of English and knowledge of other languages is advantageous
• Excellent customer service skills, knowledge of opera system, Teamwork, and diversity relations
• Gender required: Female