Front Office Manager

Role Summary

The Front Office Manager is responsible for overseeing the smooth operation of the Front Office Department, collaborating with department heads to uphold superior customer care standards. A key objective is to deliver an exceptional guest experience that promotes repeat visits.

Key Responsibilities

• Arrive punctually for scheduled shifts, dressed in a neat, complete uniform as per company grooming standards.
• Organize and lead monthly departmental meetings, or as requested by the General Manager, providing minutes promptly.
• Maintain impeccable personal and workplace cleanliness and hygiene at all times.
• Regularly review upcoming business activity to anticipate and plan for future operational needs.
• Monitor arrivals and be vigilant about VIP guests to ensure personalized service.
• Develop strong guest relationships to personalize experiences and encourage loyalty bookings.
• Stay informed about competitors’ actions and benchmark services accordingly.
• Meet budget targets relating to room revenue, occupancy, and rates.
• Manage staff scheduling within budget limits.
• Ensure the Front Desk operates professionally, upholding company standards consistently.
• Guarantee delivery of agreed services such as porterage and wake-up calls.
• Promptly address guest queries, requests, and reservations efficiently.
• Implement ongoing training and supervision to maintain top-quality service.
• Compile and maintain customer databases for effective follow-up and business development.
• Use market intelligence to adjust services and pricing strategically.
• Maximize room revenue and occupancy through yield management and revenue tracking.
• Educate staff on hotel promotions and activities.
• Drive up-selling and additional sales, ensuring proper sales recording.
• Perform duty management responsibilities as business requires.
• Create effective rosters to cover shifts according to business levels.
• Review and update departmental Standard Operating Procedures regularly, ensuring team awareness.
• Monitor ledger bills, management accounts, and guest charge settlements meticulously.
• Oversee billing accuracy and collaborate with accounts to resolve discrepancies.
• Manage cash deposits, lodgements, floats, and foreign exchange transactions securely.
• Handle guest complaints attentively and professionally.
• Respond promptly to all guest inquiries and requests.
• Follow strict cash handling protocols in line with company policy.
• Enforce uniform and hygiene standards among team members consistently.
• Adhere to all relevant company legislation and policies concerning Fire, Health and Safety, Hygiene, Food Hygiene, Customer Care, and Security.
• Manage procurement responsibilities using the online purchasing system.
• Comply with the company’s Code of Conduct and Staff Handbook guidelines.
• Maintain clean, safe, and tidy workstations and report maintenance issues immediately.
• Participate in training sessions and staff meetings as required, with prior notice given.

Required Skills and Qualifications

• Proficiency in Hotsoft software.
• Fluent command of English language.
• Strong customer service skills focused on guest satisfaction.