Your day to day
People
•
In Absence of Front Office Manager, manage day to day staffing needs, plan and assign
work and establish performance and development goals for team members. Provide mentoring,
coaching and regular feedback to improve team member performance
•
Educate and train team members in compliance with federal, state and local laws and safety
regulations. Ensure staff is properly trained and has the tools and equipment to carry out job
duties
•
Ensure your team are properly trained on systems, security, service and quality standards
Guest Experience
•
Ensure your front office team delivers a great service, professional attention and personal
recognition
•
Ensure guests are greeted upon arrival and make time to engage with guests. Respond
appropriately to guest complaints, solicit feedback and build relationships to drive continuous
improvement in guest satisfaction
•
Conduct routine inspections of the front office and public areas and take immediate actions to
correct any deficiencies
Financial
•
Help prepare annual departmental operating budget and financial plans. Monitor budget and
control labour costs and expenses with a focus on rate strategy, building initiatives and inventory
management
•
Oversee night audit function and preparation of daily financial reports
•
Develop plans to increase occupancy and ADR through walk ins and upselling at the front desk
4
6
Front Office
General Manager
The moment a guest steps into one of our hotels, they walk into a genuinely memorable
experience. As Front Office Manager you’ll deliver this through managing all aspects of the front
office (for example guest registration, porter services, business centre, telephone services,
concierge services, and guest reservations). You’ll also create the warm atmosphere that makes
our guests feel at home in any location
Responsible Business
Responsible Business
•
•Check billing instructions and guest credit for compliance with hotel credit policy and ensure all Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure mannertransactions are handled in a secure manner
•
•Train team members on PBX procedures and serve as a central communications point during Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnelemergency personnel
•
•Perform other duties as assigned. May also serve as manager on dutyPerform other duties as assigned. May also serve as manager on duty
A
Accountabilityccountability
This
Thisjob is the top Front Office job and may report to a Director of Rooms at a large luxury or resort job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May overseeMay overseea teama team
What we need from you
What we need from you
•
•Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including Business Administration, plus 3 years of Front Office/Guest Service experience including management experiencemanagement experience
•
•Must speak fluent EnglishMust speak fluent English
•
•Other languages preferredOther languages preferred