Job Description
As Front Office Manager you’ll deliver this through managing
all aspects of the front office (for example guest registration, porter
services, business centre, telephone services, concierge services, and guest
reservations). You’ll also create the warm atmosphere that makes our guests
feel at home in any location
style="color: rgb(232, 83, 42); font-family: Arial;">Your day
to day
style="color: black; font-family: Arial;">People
•Manage day-to-day
staffing needs, plan and assign work and establish performance
and development goals for team members. Provide mentoring, coaching and regular
feedback to improve team member performance
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style="font-size: 12pt;">•Educate and train team members
in compliance with federal, state and local laws and safety regulations. Ensure
staff is properly trained and has the tools and equipment to carry out job
duties
style="font-family: Arial;">•
style="color: black; font-family: Arial;">Ensure your team are properly trained on systems, security,
service and quality standards
•
Guest
Experience
•
style="font-size: 12pt;">Ensure your front office team
delivers a great service, professional attention and personal
recognition
•
style="font-size: 12pt;">Ensure guests are greeted upon arrival and make time
to engage with guests. Respond appropriately to guest complaints, solicit
feedback and build relationships to drive continuous improvement in guest
satisfaction
•
style="font-size: 12pt;">Conduct routine inspections of the front office
and public areas and take immediate actions to correct any
deficiencies
•
Financial
•Help prepare annual
departmental operating budget and financial plans. Monitor budget and control
labour costs and expenses with a focus on rate strategy, building initiatives
and inventory management
•
style="font-size: 12pt;">Oversee night audit function and preparation of daily
financial reports
•
style="font-size: 12pt;">Develop plans to increase occupancy and ADR through
walk-ins and upselling at the front desk
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Responsible
Business
•
style="font-size: 12pt;">Check billing instructions and guest credit
for compliance with hotel credit policy and ensure all transactions are handled
in a secure manner
•
style="font-size: 12pt;">Train team members on PBX procedures and serve as
a central communications point during emergency/crisis situations; develop
and maintain relationships with local fire, police, and emergency
personnel
•
style="font-size: 12pt;">Perform other duties as assigned.
May also serve as manager on duty
style="color: rgb(232, 83, 42); font-family: Arial;">What we need
from you
•
style="font-size: 12pt;">Bachelor’s degree / higher education qualification /
equivalent in Hotel Management/ Business Administration, plus 6-8 years of Front
Office/Guest Service experience including management
experience
style="font-family: Arial;">•
style="color: black; font-family: Arial;">Must
speak fluent English
•
style="font-size: 12pt;">Other languages preferred
