Front Office Manager
1 month ago
Main Duties:
Administration
- Liaise with different departments for smooth and co-ordinated work.
- Should ensure that the team members are adhering to the policies.
Customer Service
- Personally welcome and escort all Hotel guests.
- Authorize courtesies for all VIP’s
- Maintaining guest profile and updating the same on regular basis
- Ensure to interact with the guests & enable the team to understand guest requirements.
Financial
- Preparation and implementation of annual budgets.
- Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
- Maintain all procedures and adheres to them within the Accor guidelines; in particular with emphasis on hotel credit policy.
- Manage the Department’s expenses.
- Practice up selling to maximize revenue.
Operational
- To lead the Front office team towards achieving the highest standards of guests services and a give both our internal and external customers a sense of belonging.
- Completion of all project related details prior to launch of the hotel
- Ensure that all the Brand Standards are followed.
- Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
- Introduce Airport services.
- Pre-opening procedures to be implemented.
- Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
- Monitor Front Office, and particularly Guest Relations personnel, to ensure repeat guests and other VIPs receive special attention and recognition and are met by you personally.
- Compile statistics for front office and provide reports relating to that area
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of self and departmental employees.
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrant special handling and detailed information
- Communicate to the General Manager & RDM all information likely to be of interest to them.
- Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
- Diagnose problems and thoroughly analyse information to guide decision making
- Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions
- Guest complaint redressal within 48 hours.
Personnel
- In co-ordination with HR recruit the right staff with the right attitude.
- Conducting probation and formal performance appraisal in line with company guidelines - Monitor KPO’s quarterly.
- Prepares detailed induction programmes for new staff
- Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Ensures training needs analysis of Front Office staff is carried out and training programmes are designed and implemented to meet needs
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
- Addressable of any Front Office associate complaints / issues immediately.
- Create a positive hotel image in every interaction with internal and external customers
- Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
Other Duties
- To perform other related duties as required by the Management from time to time.
- Demonstrate Awareness of Accor policies and procedures and ensure all procedures are conducted safely and within the Accor guidelines and ensure your direct reports do the same
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements
Occupational Health & Safety
Employee Responsibility
All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
Replacement and Temporary Mission:
Be ready and responsible for any job, which may be assigned by the Management.
Qualifications
To be successful in this role we ask that you have:
- Previous experience in Similar capacity
- Previous experience in a 5 star hospitality environment
- Ability and skills to lead and direct teams.
- Excellent interpersonal and communication skills
- Ability to multi-task, effectively prioritise and execute tasks in a high pressure environment.
- Keen eye for detail.
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