Front Office Manager
Front Office Manager
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Job Description
Responsibilities
Front Office Operation
- Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
- Check that all Front Office employees report to work punctually and are well groomed before each of their shift
- Conduct daily briefings and ensure that all pertinent information is well received by team members
- Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions
- Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
- Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
- Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
- Liaise with Finance Department to ensure that credit procedures are properly carried out
- Analyze market trend review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
- Coordinate and monitor major group movements for meetings and conferences and ensure that action plans cover all areas of operations handling
- Makes courtesy calls to VIPS long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
- Handle all guest correspondences and ensure prompt follow-ups
- Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times
Team Management
- Interview select and recruit Front Office employees
- Identify and develop team members with potential
- Conduct performance review with the team
- Constantly monitor team members appearance attitude and degree of professionalism
- Prepare detailed induction programs for new employees
- Develop conduct maintain all staff training programs for team members focusing on their development needs providing them with new skills to meet the changing needs of the business
- Prepare weekly staff schedules keeping in mind anticipated business operating budgets and standards of service
- Conduct monthly departmental meetings to provide information to team members obtain their feedback rectify operation issues and provide a regular forum for department communication
Qualifications :
Experience & Technical skills: 12 years in a similar role with strong knowledge of Opera Cloud. Proficiency in financial reporting. Demonstrated ability to multitask and make decisive decisions in a fast-paced environment. Excellent communication and interpersonal skills with a focus on customer service.
Leadership & Communication: Proven ability to mentor and inspire teams with excellent interpersonal communication and stakeholder management skills.
Operational & Strategic mindset: Passion for hotel operations with the ability to think strategically adapt to change and stay current with industry trends
Additional Information :
Experience is an asset
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
