FO - Front Office Manager

POSITION TITLE :  FRONT OFFICE MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE

PURPOSE :
Under the general direction of the Front Office Manager and within the limits of established Hotel Property and local hotel policies and procedures acts as hotel management representative for the purpose of ensuring maximum level of guest service and satisfaction and for Front Office management in their absence and other department heads when necessary.

RELATIONSHIPS :

1.Reports directly to the Front Office Manager on all pertinent Front Office matters affecting guest services and Front Office operations.

2.Provides supportive functional assistance to all departments and particularly Front Office.

3.Interacts with hotel guest as well as members of the local community.

4.Cooperates. coordinates and communicates with all departments through established channels, and particularly Front Office.


DUTIES AND RESPONSIBILITIES :

1.Supervises as directed Reception and Reservations personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.

2.Reacts to situations as needed to ensure guests receives prompt, cordial attention and personal recognition through out the hotel.

3.Responds to guest's needs and resolves related problems.

4.Support and assists Front Office personnel, particularly Guest Relations personnel to ensure Hotel members ( if any), known repeat guests and other VIP receive special attention and personal recognition.

5.Informs other operating departments, of all matters which concern them through appropriate channels.

6.Establishes and maintains effective employee relations.

7.Establishes and maintains effective interdepartmental relationships.

8.Identifies training needs and recommends formal training plans to Front Office Manager. assists in developing formal training plans and implementing training sessions as directed.

9.Inspects regularly for cleanliness and orderliness. the front and back of the house and particularly the public areas.

10.Inspects all guest rooms on a rotating basis to ensure International Hotel and hotel standards are routinely encountered.

11.Assists and complements Guest Relations in the inspection of VIP rooms in the greeting. rooming and sending off the VIP guests.

12.Monitors appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of employees.

13.Provides input for Front Office Departmental meetings.

14.Promotes inter - hotel sales and in - house facilities.

15.Assists as directed in gathering data for preparing budgets

16.Assists in the preparation of statistical reports, forecasts, Annual Budget Strategic Plan and Goals Program.

17.Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.

18.Analyzes and approves discounts and rebates.

19.Analyzes the rate variances to ensure rooms revenue control.

20.Takes necessary actions for the conservation of health, life and assets and reacts to emergency situations.

21.Takes action with the management information system (MIS) in emergency situations.

22.Performs related duties and special projects as assigned.


REQUIREMENTS

Demonstrated knowledge of and potential ability to assist in the management of Front office section obtained through :

College degree (Hotel school, university, and/or requirement experience)

Minimum of one to three year previous experience preferred I Front Office Section Supervision, at least some of which include supervision of reception and reservations.

Proven record I reception and reservations, and several of the following areas : Reservations, Reception, Uniformed Services, telephone/Telex. Guest Relations and Front Office Cashiering.

Proven or demonstrated ability in handling crises and working under pressure, taking initiative. Leadership. An d working as a team, problem solving, prioritizing, delegating.