Front Office Manager

Job Description

Purpose of role:

The Front Office Manager is responsible for the management and execution of the Reception, Night Porter/Auditor of the hotel and ensuring the hotel maximises all sales/revenue opportunities. It is imperative that the department runs in accordance with Fairview Hotels procedures for reception, nights and reservations and observes current policies and procedures. You will ensure guests are served in a friendly and efficient manner, ensuring that the guest receives a memorable welcome and farewell at the hotel. You will deal with guest’s requests in a timely and professional manner, finding operational solutions to all guest challenges ensuring that the hotels reputation is intact and that company values are adhered to and guest problems are resolved to their satisfaction. Taking care of all guest services requests prearrival, post arrival and post departure during their stay. You will work in line with company standards and ensure the reception desk and front lobby area is manned and all guests are given priority and attention at all times.

Key Responsibilities:

• Running of front of house process on a day to day/shift to shift basis
• Management of the reception team, ensuring all company policies and procedures are adhered to at all times
• Ensuring the department is correctly staffed within budgetary limits
• Responsible for the daily banking
• Responsible for the change orders
• Responsible for the contents of the safe with a correct handover being adhered to
• Ensuring all reservations are entered to company standard and followed up
• Ensuring the reception team is briefed on offers and promotions throughout the hotel
• Training of reception team
• Ensuring the hotel maximises sales and revenue at every opportunity
• Liaising with all departments and briefing the hotel management on a daily basis
• To assist the Hotel Manager by taking responsibility for the department and operating within budgetary demands for both revenue and wage constraints
• To attend any HOD meeting
• To undertake any other projects as discussed and set by General Manager.

Key Responsibilities for the Front of House Department:

• To ensure all guests are received at the reception desk in accordance with Company Policies and Company Standard Policy.
• Ensure that all guest registration forms are completed in full to comply with the Prevention of Terrorism Act.
• Handle guest queries and complaints and take appropriate action to ensure total guest satisfaction is achieved. Communicate any problems to The General Manager.
• Ensure all bills are accurate with full back up so there is no delay in guest payment.
• Pre-arrival calls to be made on busy days to ensure hotel is full and all reservations are fully chargeable.
• Up sell opportunities to be maximised for dining and meetings
• Ensure effective communication between Reception and all other departments.
• Ensure there are no errors on the guest bills before presenting them to the guest for payment.
• Corrections and adjustment sheet to be completed and signed off by HM daily with full detailed back up of reasons.
• Ensure banking balances on every shift.
• Ensure deposits are taken and correctly processed at all times.
• Ensure commission’s payments are correctly checked.
• Carry out 1,3,7,14,21 and 28 day checks on all arrivals to ensure that we minimise overbooking or no show situations.
• To carry out courtesy calls to ensure guest satisfactions and keep discount to a minimum.
• Maximise restaurant bookings in conjunction with F&B team.
• Conduct team appraisals and reviews.
• To use all revenue management tools, practices and assist in developing and optimising revenue – generating strategies for the hotel in short, medium and long term.
• To be aware of our regular guests and to encourage repeat business.
• Ensure that the front office team are aware of all meetings, events and group arrivals.

Qualifications

• Minimum of 12 months experience in a front office supervisory role, preferably in a luxury hotel setting
• Proven leadership skills with the ability to inspire and motivate a team
• Excellent customer service skills with a passion for delivering exceptional guest experiences
• Strong organizational and time management abilities
• Proficiency in Property Management Systems (PMS) such as Opera cloud
• Valid First Aid Certificate (preferred)
• Clean driving record and a valid driver's license (preferred)
• Bachelor's degree in Hospitality Management or related field (preferred)
• Knowledge of revenue management principles
• Exceptional verbal and written communication skills
• Ability to build and maintain positive relationships with guests and team members
• Professional appearance and demeanor at all times
• Multilingual skills (preferred)
• Flexibility to work varying shifts, including weekends and holidays
• Detail-oriented with a focus on accuracy and efficiency

The Person:

Successful candidates for the position of Front of House Manager will be able to demonstrate clear progression in their career to date and have gained hotel revenue management experience in a competitive market place. You must have the ability to work in close liaison with other senior managers. You must be computer literate, have strong sales awareness and the ability to make sound business decisions in a fast moving environment.