Front Office Manager

Job Description

Job Description

Ø Direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to brand & Company standards, policies, and procedures.

Ø Must ensure that all personnel are trained & kept well informed of department objectives and policies.

Ø Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.

Ø Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.

Ø Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.

Ø Maintains reservations systems such as Yield Management System and Property Management System.

Ø Assists General Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.

Ø Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.

Ø Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints.

Ø Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.

Ø Prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.

Ø Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.

Ø Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.

Ø Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.

Ø Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guest’s services while realizing full profit potential.

Ø Display a high degree of professionalism and integrity as befitting a member of management.

Ø Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures to the Rooms Division.

Ø Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial, or municipal authority.

Ø Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.

Ø Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.

Ø As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.

Ø Personal vehicle to travel locally or to other locations is a primary job duty

Note : Other duties as assigned by supervisor or management