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POSITION PURPOSE
The Front Office Manager is responsible for the coordination and supervision of the Front Office department.
The Front Office Manager makes business decisions for the unit, taking into account the Hotel’s philosophies, policies, standards and procedures and is responsible for both the day to day running and longer-term strategic development of the Department.
ESSENTIAL FUNCTIONS
•Provides guidance and direction to the front office team, including setting performance standards, people development, monitoring performance, etc
•Responsible for the preparation of departamental cost budget.
•Conducts department meetings and continually communicates a clear and consistent message regarding the FO goals to produce desired results.
•Take a leading role in positively representing the company with guests, reinforcing a customer focused approach to hotel operations at all times.
•Maintain, implement and adhere to standard policies, systems and procedures relating to hotel operations, including health and safety systems and quality standards, and systems contingency planning.
•Assist in training new staff members, coach them and monitor their performance.
•Ensure the desk is covered at all times, according to hotel’s occupancy.
•Full awareness of current daily status of Hotel.
•Ensure prompt, efficient and courteous reception of guests.
•Ensure the highest level of Guest experience and follow the Welcome and Farewell standards.
•Handle, recovery and recording of complaints.
•Be aware of daily functions, events, VIP and group arrivals.
•Actively promote the fidelity Guest program to both guests and employees – ensuring all benefits are promoted and understood, and that annual enrolment targets are met.
