Front Office Manager Job Description – efficiently run the reception desk and reservations in accordance with Hotel standards. Ensure that all guests, both on the phones and on arrival, are treated to superb service. Motivate and train all new staff and existing staff.
Front Office Manager usually reports to the Deputy General Manager and General Manager. They are responsible for the entire front office and reservation team.
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Front Office Manager Responsibilities
- Ensuring that all reception staff are complying with company standards. Implement a training matrix to ensure the above.
- Promote the Hotel and to implement upselling procedures both in reservations and reception.
- Work closely in conjunction with budgeted targets, parameters and with the revenue manager to ensure all revenue is correctly recorded.
- Ensure floats are correct and all cash/ credit card handling is carried out correctly.
- Oversee daily cash lodgements and revenue figures.
- Actively promote and upsell all of the hotel’s facilities across all departments.
- Manage and control all open PM/ House accounts.
- Control Hotel Gift Card system.
- Ensure promptness and a high standard of personal hygiene and grooming.
- Achieve agreed budget for the hotel. Ensure that cost of sales is achieved and expenditure controlled at all levels. Set up purchasing specifications as and when required.
- Carry out effective recruitment of employees within the Hotel, controlling labour costs to budget.
- Maximise staff productivity. Help create a positive working environment.
- Conduct regular departmental meetings.
- Ensure that all training records are maintained and updated.
- Roster staff accurately and effectively according to business requirements. Monitor these business levels daily.
- Control and monitor all staff on duty ensuring all duties are being fully carried out in accordance with Company Procedures.
- Attend weekly HOD meetings.
- Establish and maintain a good working relationship with other members of staff and Management.
- Ensure a high standard of service and attention to detail within your department.
- Play an active role in the local community, developing the public relations of the Hotel.
- Report and where possible take action on incidents of accidents or damage in the Hotel.
- Ensure costs are strictly controlled, particularly wages.
- Familiarise yourself and to carry out duties laid out in the departmental S.O.P. manual.
- Deal with customer complaints in an efficient and professional manner and.
- Up-sell the Company products and services where possible.