Front Office Manager

**KEY PERFORMANCE AREAS**
- Trains, cross -trains, and retrains all front office personnel.
- Participates in the selection of front office personnel.
- Schedules the front office staff.
- Supervises workload during shifts.
- Evaluates the job performance of each front office employee.
- Maintains working relationships and communicates with all departments.
- Maintains key control.
- Verifies that accurate room status information is maintained and properly communicated.
- Resolves guest problems quickly, efficiently, and courteously.
- Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
- Works within the allocated budget for the front office.
- Receives information from subordinates and passes on details to the relevant departments.
- Checks cashiers in and out and verifies banks and deposits at the end of each shift.
- Enforces all cash-handling policies.
- Conducts daily scheduled meetings with front office personnel.
- Always wears the proper uniform. Requires all front office employees to always wear proper uniforms.
- Upholds the Resort's commitment to hospitality.
- Prepare performance reports related to front office.
- Maximize room revenue and occupancy by reviewing status daily. Work closely with reservations to ensure targets are met. Monitor History & Forecasts daily.
- Ensure implementation of all First Group policies and house rules.
- Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
- Prepare revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Ensure that employees are, always, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Monitor all V.I.P 's special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily front office work and activity reports generated by Night Audit.
- Review Front office log book and Guest feedback forms on a daily basis.
- Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
- Maintain Fuel records, Water readings, Duty manager checklist, Petty cash schedules, Invoice capturing, Payment’s recon,
- Perform other duties as requested by management.

**QUALIFICATIONS AND EXPERIENCE**
- High School diploma, general education degree or international equivalent required.
- 5 years previous Front Office experience in supervisory/management capacity in a luxury property required.
- Previous customer service and general computer experience required.
- Prior supervision and training of all Front Office employees.
- Excellent knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences, and messages. Second language preferred.
- Extensive Opera Experience
- OTA’s experience a must.