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Front Office Manager
2 months ago
- Directs, controls and coordinates activities of personnel engaged in such activities as:
- Receiving, processing and confirming room reservations.
- Selling, registering and assigning rooms to incoming guests.
- Giving general information and aid and handling out keys to guests.
- Carrying baggage of and escorting guests to their rooms.
- Meeting and sending off and soliciting business at the airport and other arrival/departure ports.
- Ensures that these activities are properly carried out to ensure guest satisfaction with accommodations and service.
- Coordinates with housekeeping, accounting, F&B, security and other departments concerned in handling guests requests, inquiries and complaints regarding accommodations, service, security matters and billing.
- Prepares annual front office goals; monthly forecast of occupancy, develops working plans to carry goals and forecasts, compares actual achievements against goals periodically, takes necessary corrective actions.
- Prepares monthly & yearly front office budgets based on statistics of previous years, industry and economic trends, estimates of operating expenses and other pertinent data; with sales manager and others.
- Prepares and finalizes all front office reports, schedules, requisitions etc.
- Trains personnel according to established procedures; conducts training meetings to discuss problems, give instructions and assignments, etc.
- Develops and implements procedures to govern front office activities; ensures personnel understand and adhere to approved standard policies and procedures of the hotel.
- Authorizes acceptance of cheques, cashing of personal cheques, cash advances, rebates, refunds of deposits, paid-outs, rate/room changes, release of airline crew allowances, etc. based on established procedures, amount, identity of guests or persons involved and availability of higher supervision.
- Inspects predetermined number of guest rooms daily to determine whether these are properly maintained.
- Implements hotel discount policies, recommends approval of credit accommodations and decides whether to upgrade guests’ accommodations to promote and maintain good public relations.
- Enforces all house policies, rules and regulations pertaining to Front Office activities.
- Attends to reservations and registration of very special VIPs personally.
- Directs, supervises and coordinates the activities of telephone exchange personnel and ensures the proper maintenance, repair and use of all telephone exchange equipment and facilities.
- Ensures that the investigation of irregularities and undesirable guests and the checking of room occupancy discrepancies are properly conducted.
- Spot checks employee performance regularly; corrects mistakes and inadequacies.
- Receives and greets VIPs and escorts them to their room; attends to their inquiries, requests and needs.
- Performs other duties as may be assigned.
Qualifications
- Passion for guest service.
- Excellent written and verbal communication, interpersonal and leadership skills.
- Highly organized, results-oriented with the ability to be flexible and work well under pressure.
- Degree/Diploma in Hospitality Management is an asset.
- Fluency in English is an asset.
- Minimum of 2 years previous proven managerial experience in a similar position.
- Ability to handle a multitude of tasks and guest requests.
- Knowledge of Micros-Opera Property Management System is an asset.
- Certification in basic first aid is preferred.
- Strong guest service orientation and training skills background required.
- Ability to work independently and prioritize responsibilities.
- Experience with a hotel loyalty program is an asset.
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
Additional Information
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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