Front Office Manager
2 weeks ago
**Job Summary**
**Planning and organizing**:
- To ensure that Standard Operating Procedures are in place for all Front Office sections and that they are updated frequently and adhered to at all times.
- To work together with all other hotel departments and to ensure that all Front Office employees fully cooperate with staff from other hotel departments at all times.
- To ensure regular team, section and departmental meetings are held and that the results/outcomes are recorded, filed and followed up.
- To counsel & discipline Front Office employees if needed to address performance shortfalls and to carry out back-to-work interviews after absence/sickness ensuring that appropriate records are left in the employee files and that the hotel’s disciplinary procedures are followed at all times.
- To ensure that pre-shift and post-shift briefings are conducted with all Front Office employees to make sure that all necessary information is communicated, all problems are followed up and resolved.
- To ensure that guest profiles in the hotel’s property management system are updated correctly after check-in and that all profiles are maintained, cleaned and merged correctly and regularly.
- To review tomorrow’s reservations and room allocations and to correct any mistakes before they affect a guest’s stay and also to ensure that all special requests are communicated to all Front Office employees and to other departments as applicable & necessary.
- To create & maintain a Customer Feedback system and to share all feedback gathered from the system with the other HoDs and managers on a regular basis.
- To regularly check the service quality provided by the Front Office employees by means of customer comments, feedback during departmental & management meetings, etc. and to actively promote all ongoing incentive programs & guest feedback schemes and to communicate the results of such programs/schemes to the other HoDs and managers on a regular basis.
**Administration and approach**:
- To liaise with the Human Resources Department regarding recruitment of all Front Office employees and to make sure that appropriate induction plans are drawn up prior to new employees starting work in the department.
- To lead all Front Office employees by example at all times, fostering a spirit of cooperation between different sections, ensuring that all sections of the department work hand in hand at all times and to create a challenging and fun environment for all staff to work in.
- To carry out yearly & half-yearly performance appraisals with key Front Office staff personally and, together with the different Front Office section-heads and assistants, to ensure that all Front Office employees are appraised regularly and that all performance appraisals are followed up through regular job chats and progress meetings.
- To ensure that all Front Office employees are coached, trained and appraised regularly, that proper records are kept of all training sessions, appraisals and job chats and that departmental training needs are analysed and departmental training plans are drawn up and updated regularly.
- Together with the different Front Office section-heads and assistants, to identify employees with potential for promotion and/or transfer and to draw up appropriate development & succession plans.
- To organize and prepare departmental holiday plans in accordance with business & staffing levels.
- To carry out quality control functions in all areas of the department daily to ensure a consistent high quality of all services is maintained.
- To ensure the timely and correct preparation and submission of all Front Office administration and audit reports.
- To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that other HoDs and Managers are fully informed about complaints/issues concerning their areas of responsibility.
**Cost Effectiveness**:
- To prepare the department’s annual budgets, analyse results and to implement corrective actions if required.
- To control and analyse departmental costs on an ongoing basis and to implement corrective actions if required.
- To ensure that all departmental rosters are drawn up correctly and are based on the current budget and occupancy figures.
- To make sure that all Front Office working materials/equipment, areas, signage and vehicles are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification.
- To manage & coordinate all book-outs to other properties ensuring that the right guests are picked and that the book-outs as well as the returns to our hotel of booked-out guests are handled according to our standards.
- To be fully aware of the hotel’s credit policy and to make sure that all Front Office employees on duty ar
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