Front Office Manager

**Front Office Operations**
- To be honest, accountable for all actions, approachable to the staff and reliable
- To supervise the overall functioning of the Front Office department and ensure that individual Job descriptions and standards are adhered to.
- To ensure that all Front Office personnel are briefed at the start of their shift regarding Groups, VIPs, functions & special events and any other vital information.
- Ensure you have an excellent product knowledge of ‘the hotel and its facilities, as well as that of the local area and events.
- Ensure that you have an excellent working knowledge & understanding of the Hotel Property Management system and its related interfaces.
- To be readily available and accessible during your shift to deal with any unforeseen problems and to meet and greet guests.
- To communicate daily with fellow Heads of Department and attend all management meetings.
- Ensure the good cleanliness, repair and maintenance of all Front Office Operating Equipment.
- Check arrivals and departures on a daily basis.
- Ensure that a procedure for the safekeeping and storage of Guest valuables and luggage is implemented and enforced.
- Support and guide the Front Office personnel with all Front Office related tasks.

**Front Office Personnel Training**
- Manage the staff rosters to ensure adequate coverage in all Front Office areas in relation to guest occupancy forecasts.
- Process regular staff appraisals according to hotel standards
- Ensure a structured training programme is in place in line with a Standards and Procedures manual and that all sessions are recorded.
- Ensure that all Front Office staff adhere to the Staff hand book standards, rules and regulations relating to time keeping, grooming, misconduct, uniform etc
- Ensure that all disciplinary issues are dealt with immediately.
- In conjunction with Human Resources - ensure that the most effective recruitment practice is in place for new Front Office personnel.
- Conduct monthly staff meetings that are to be minuted.
- Ensure Front Office Personnel Job Descriptions are regularly updated.
- Ensure that you are familiar with and are able to carry out duty management shifts.

**Front Office Admin and Revenue Control**
- In conjunction with the Financial Director - Prepare annual budget for all income and expenditure relating to Front Office Department.
- Investigate and report monthly on performance against budget.
- Ensure efficient control of daily direct bills and O-status.
- Ensure the efficient control and processing of all refunds and adjustments.
- Check reception banking
- Ensure that float checks are conducted weekly.
- Authorise and approve discounts and upgrades if necessary
- Ensure efficient control of in house guest account balances and a worthy method of payment thereof.
- Monitor that a high standard of service is being provided by our preferred suppliers ie: Tour companies, hire cars etc

**Front Office Safety and Security**
- Ensure that all Front Office Personnel has a high standard of knowledge relating to fire safety and emergency procedures.
- Ensure that appropriate procedures are adhered to with regards to the signing in and out of keys.
- Ensure that weekly meetings take place between Front Office Manager and the hotel Security company.
- Ensure that Camera System is working and is maintained.

**Core Competencies**
- Excellent command of English - both written & verbal
- Knowledge of budgeting & financial management
- Attention to detail.
- Customer service
- Able to plan, prioritise & work well under pressure.
- Good team player
- always Act in good faith & in the best interest of the Company.
- Ability to work independently.
- Excellent computer skills - Word, Excel, Opera

**Job Types**: Full-time, Permanent