Front Office Manager

Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests stay. To create optimum room sales and goodwill towards the Hotel through efficient and courteous service.  

Duties & Responsibilities-

• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Work in conjunction with accounting to maintain and minimize levels of account receivables.
• Responsible for budgeting, forecasting, financial planning and management of the Front Office.
• Identification of strengths and weakness and the development of plans and strategies to ensure business development.
• Report on a regular basis to the Director/ General Manager on the performance of the Front Office against budgets, sales and profit projections.
• Analyse variances and monitor the impact of initiatives and corrective actions.
• Responsible for sales to guest through the Front Desk and any actions taken by the incumbent that can impact on volume of business.
• Responsible for direct link between effort expended and decisions made and revenue generated by Front Office.
• Have control over the elements that determine profit and loss.
• Responsible for all major operating expenses and has the capacities to set margins and manage the business against profit projections.
• Make decision that relates to profit and loss.
• Responsible for the financial management of the operation.
• Responsible for the timely payment of long stay bills. Update the Director of Rooms/Finance or General Manager for any bills unsettled in a timely manner.  
• Ensure all guests are being treated in an efficient and courteous manner and ensure brand standards are being applied.
• Ensure all front office quality standards are complied with and that policies and procedures are consistently applied.
• Coordinate activities with other departments in order to facilitate increased levels of communication and guest satisfaction.
• Responsible for the membership program and ensure that all guests who are members are appropriately recognized, meeting all standards.
• Responsible for exceeding departmental goals.
• Responsible for promoting the product and services. Develop promotional programs, point of sales materials, merchandising activities.
• Responsible for enhancing the product and service that is presented to the guest.
• Able to make changes that respond to the marketplace and to guest needs, both present and anticipated.
• Recommend changes to the product and services. Use market research to develop new products and services.
• Responsible for hiring, training, and direction of new department associates.
• Ensure the timely completion of performance appraisals.
• Give direction and be responsible for the implementation of plans.
• Monitor plan’s effectiveness and introduce changes in response to the marketplace, including setting targets, planning and scheduling work and performance indicators that are typically productivity and efficiency measures.
• Able to exercise hire and fire discretion within brand policies.
• Operate the department within brand policies as they relate to the ethical codes, standards of good business practise and local laws and regulations.
• Responsible for maintaining quality of product and ensuring consistency in its delivery and standards.
• Report on a regular on the performance of the Front Office against operations and human resources performance. Analyse variances and monitor the impact of initiatives and corrective actions.
• Provide support of a specialist nature but particularly to the Director of Rooms and Department Managers.
• Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level.
• Supervise the activities and the service levels of the Front Desk, Guest Relations, Concierge, Operator, Reservations and Business Center.
• Ensure all records and documents are maintained as per standards laid down by the management.
• To ensure constant follow-up on guest history.
• To ensure regular sales calling for promoting business.
• Provide other duties and services as assigned by the General Manager.

Job Knowledge, Skills and Abilities

• Appear confident, well-groomed and dressed in a smart manner.
• Act with integrity.
• Excellent Comminication skills
• Fair and firm management abilities with high influencing skills.
• Strong administration skills.
• Strong knowledge of Reservations & Revenue management.
• Pro-active approach to follow local and international industry progress and activities.  Provide instinctive service and be inspirational.
• Be well versed in the Associate profile, belong to team, evolve and grow, deliver and win and attract and retain great talent.
• Take initiative.
• Be innovative.
• Financially savvy.
• Self-motivated.
• Ability to lead, motivate and develop associates.
• Good computer skills.
• Train the trainer skills.
• Budgeting, forecasting and expenses controlling.
• Knowledge of local laws and regulations related to Reservations.
• Proficiency in PMS, Microsoft Office software: word, excel, Power Point, PPT.
• Knowledge of Hotel Standards.
• Good Leadership skills.