FRONT OFFICE MANAGER

Direct, control and co-ordinate all Front Office operations to provide efficient, prompt, proactive and courteous services, thereby ensuring the hotel achieves its financial and guest satisfaction objectives

1.  Prepare departmental annual budget.

2. To ensure that the Department’s Operational Budget is in line and costs are strictlycontrolled.

3. To constantly strive to please all guests that he or she may come into contact with duringhis/her       working hours      

4.To ensure through effective supervision that all services offered at the Front Desk arealways           available and are carried out with the utmost efficiency and courtesy, as per theDepartmental           Operations Manual

5. To ensure a speedy telephone and message service at the Front Desk at all times

6. To maintain an atmosphere of tranquillity at the Front Desk, never giving the impressionthat there is a problem.

7.To establish an efficient method for the coordination of all Departments, with particularemphasis        on cashiers, sales, housekeeping, maintenance, telephone and security. 

8. To ensure that all incoming reservations for the day match the necessary accommodationand           that all rooms are blocked.

9. To ensure that a statement of “blocked rooms” is sent to the Housekeeping Departmentfor the          necessary set-ups.

10.To conduct regular Front Office meetings to keep associates informed of policies and                       procedures, special events, further improvements plans and guest comments.

11.To assist subordinates during peak periods.

12 To ensure that public areas are clean and up to standard.

13.To supervise the room rates to achieve the highest available rate.

14.To ensure that airport pick-ups are handled properly.

15.To ensure the smooth and efficient service of the Reservations Department.

16.To maintain up-to-date files on corporate accounts, travel agents, airlines and otherspecial               contracted rates.

17. To ensure a polite, quick and efficient telephone service to all hotel guests.

18. To maintain the installation and maintenance of all telephone and related equipment toensure          its maximum efficiency.

19.To conduct training courses for new associates; to prepare and conduct regular                                 monthlydepartmental training under the guidance of the Training Department and to                         issuemonthly training schedules and guidelines.

20.To conduct evaluations for all Front Office associates to review their general                                     performance,discuss existing performance and areas of improvements.

21.To interview new potential hires in liaison with the Human Resource Department.

22.To supervise Departmental Orientation Programs for new associates to make sure thatthey              understand the policies and procedures of the hotel.

23.To work closely with Security and assist in investigating all incidents and thefts that mayoccur           within the premises.

24. To assist in the preparation of room occupancy forecasts on a daily, weekly and monthlybasis.

32. To advise management and sales associates on the updated reservation status for their                  reference in marketing and business solicitation.

Requirements and skills

• Proven work experience as a Front desk manager or Reception manager
• Thorough knowledge of customer service, office management and basic bookkeeping procedures would be an advantage
• Proficiency in English (oral and written)
• Solid knowledge of MS Office, particularly Excel and Word
• Excellent communication and people skills
• Good organizational and multitasking abilities
• Problem-solving skills
• HSC or a diploma; additional certification is a plus