Front Office Manager Job Desc
Position: Front Office Manager
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Level: 3a
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Reports to: Resident Manager
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Responsible for: Front Office Operations
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Unit: Single Unit
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Main Role & Objectives:
Ø Responsible for
sales and the organisation of the department, ensuring that there is a high
quality service in all related departments i.e. reservations and guest
services.
Ø Responsible and
coordinator for the tools of Quality for the Brand and the Group ACCOR·
Ø Assure the
synergy of the department within the hotel complex (Ibis, Novotel)
Ø Able to replace
the Front Office Manager of the sister property in all functions during
his/her absence.
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Main Tasks & Responsibilities:
Ø Ensure the
delivery of the best welcome to the customers through a quality service in
order to increase the average rate for the hotel.
Ø Maximise the
sale of rooms.
Ø Apply and
ensure the application of the pricing policy.
Ø Responsible for
billing and cash handling of all transactions.
Ø Lead all
reception and cashiering employees and ensures that there is a good working
atmosphere.
Ø Monitor the
compliance of all working legislation for the department.
Ø Responsible and
coordinator for the tools of Quality for the Brand and the ACCOR Group.
Ø Optimise the
occupancy rates of the hotel and the Front Office turnover so that it is in
line with the commercial action plan of the hotel and the market policy.
Ø Establish
excellent working relationships with the customers.
Ø Know the
services offered by the hotel and inform the customer about them.
Ø Monitor all
displays of information in the foyer of the hotel and ensure that they are up
to date.
Ø Take part in
the preparation of the marketing and commercial action plan for the hotel.
Ø Regularly check
the quality of the service provision available by means of customer comments,
feedback during service meetings.
Ø Aware and
updated on local market competition for Front Office related matters.
Ø Responsible for
the quality of the welcome received by customers.
Ø Organise
arrivals and departures and forward all information to specific departments.
Ø Anticipate and
manage the room occupancy plan with the assistance of the reservation
department.
Ø Take part in
and coordinate with the Head Housekeeper all room’s allocations and
departures for the day.
Ø Monitor with
Security and engineering departments the key system.
Ø Supervise the
daily billing, cashiering and business reports.
Ø Undertake the
follow-up for "no-shows".
Ø Manage the
debtors and organise meetings to implements actions for the recovery of
debts.
Ø Take part in
the preparation of the pricing policy.
Ø Draw up the
annual budgets for the department, analyse results and implement any
corrective actions required.
Ø Participate in
the selection of and capital need for upgrading the hotel.
Ø Update the
management reports for turnover; occupancy rates average prices per room,
business forecasts, and staff planning.
Ø Organise and
prepare work schedule for employees for holidays cover in accordance with
forecast and workload.
Ø Ensure that all
rosters are done in conjunction with the prepared budget.
Ø In charge of
all department manpower (recruitment, appraisal, sanctions…)
Ø Involved in
determining salaries and bonuses for all employees.
Ø Prepare memos
regarding staff discipline, instruction and announcement.
Ø Initiate
employment / termination of staff approves / disapprove leave.
Ø Organise day to
day work and communication meetings for your employees
Ø Participate in
drawing up and implementation of the training plan for your department for
new recruits and existing employees.
Ø Conduct annual
assessment meetings with your employees.
Ø Liase with all
local governmental authorities for all Front Office related matters
Ø Constantly
monitoring the synergy within the complex (Manpower, policies and procedures,
meeting checking, project, up sell etc…)
Ø Cover Duty
Manager tasks on weekly schedules.
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