Front Office Manager

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• To coordinate and assist in implementing an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the department, based on the principles of Multi Skilling and Multi Tasking.
• To assist in ensuring that front office department is managed successfully as independent profit center.
• To assist in ensuring that each place of work in the front office department is managed by a Management Team (Section Head or Supervisors)) who are totally accountable for their sections smooth daily operations
•  To monitor all costs and recommend measures to control them.  To establish an integrated cost management plan through product lining, minimal inventories.
• To ensure that the Department Operational Budget is strictly adhered to.
• To assist in preparing monthly forecasts and schedule resources accordingly.
• To assist in the preparation of the Departmental Budget.
• To assist in analyzing and reporting, on a monthly basis, the Profit and Loss statements.
• To ensure that all the front office departments are managed efficiently according to the established concept statements and adhere to Company and Hotel Policies & Procedures and Brand Standards.
• To ensure delivery of the 15-Minutes Guest Satisfaction Guarantee Service as per IBIS standard
• To have a full working knowledge and capability to manage, supervise, correct and demonstrate all duties and tasks to the standard set. 
• To assist in the implementation of a flexible employee base, with the right mix of employees.
• To allocate employees over the Division based on established business levels for that day.
• To assign responsibilities to subordinates and to check their performance daily.
• To liaise with the Revenue Management Department and Reservation Department to ensure the proper market mix to achieve the maximum room revenue and provide sales lead.
• To assist the Sales Managers, in the aspects of controlling heavy dates, resolving conflicts in bookings changing dates and facilities.
• To participate, if necessary, in the formulation of the Annual Marketing Plan and implement with each work place manager and Sales & Marketing Department effective sales and promotional activities to maximize revenues.
• To continuously seek ways to assist the Hotel Manager to maximize their revenues and profits.
• To be responsible in the implementation of Accor audit system.
• To maintain a logbook of all guest and staff incident reports and submit reports to the management.
• To support staff needs in other departments based on the hotel priorities and anticipated business levels.
• To monitor service and rooms standards in all places of work.
• To work with the respective Department Heads to take corrective action where necessary.
• To be always available and visible during peak periods.
• To conduct frequent and thorough inspections to ensure the Lobby and operating equipments are presentable and in good working conditions.
• To assist subordinates during Peak Hours.
• To supervise the employees within the department and train all front office employees on the correct standards.
• To ensure the strict control of room keycards with proper procedures of managing the control.
• To assist in securing external guest accommodation should an overbooking occur.
• To ensure that public areas are clean and up to standards at all times.
• To be conversant and fully knowledgeable of OPERA system.
• To be familiar with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.
• To be fully aware and conversant of Accor spirit, values and goals and is responsible to integrate them in the day to day operation.
• To be fully aware and conversant of ISO9001 (for Ibis Hotel) policies and procedures and is responsible to integrate them in the day to day operation.
• To assist and be in-charge of the A/Club members, Frequent Flyer program and VIP guests.
• To liaise closely with the Sales Department, Food & Beverage office and all of Heads of Department concerned, with regards to servicing and handling incoming groups, VIP and FIT guests.
• To ensure that all daily V.I.P. rooms, special request rooms, Long Stay guest rooms for arrivals are blocked in advance.
• To ensure that all V.I.P. / Long Stay are met on arrival
• To ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
• To work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.
• To handle guest and employee inquiries in a courteous and efficient manner and handles guest complaints or problems in a timely manner. Immediate solution can be found and assure follow up with guests.
• To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Front Offices service.
• To personally and frequently verify that guests check-in / out are receiving the best possible service.
• To spend time in the Front Office (during peak periods) to ensure that the area is managed well by the respective team and functions to the fullest expectations.
• To be demanding and critical when it comes to service standards.
• To ensure that the Front Office team members projects a warm, professional and welcoming image.
• To constantly strive to assist all guests that she/he may come in contact at all time.
• To ensure through effective supervision that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.
• To ensure that guest history records are accurately maintained and all recurring guests are pre-registered.
• To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• To report for duty punctually wearing the correct uniform and name tag at all times as per the grooming standards.
• To maintain a high standard of personal appearance and hygiene at all times.
• To maintain a good rapport and working relationship with staff within the department and all other departments.
• To develop departmental training programs, assign training responsibilities and meet with Departmental Trainers monthly.
• To conduct yearly performance appraisal and give employees regular feedback on their job performance
• To provide a courteous and professional service at all times.
• To project at all times a positive and motivated attitude and exercise self control.
• To attend and contribute to all staff meetings Departmental and Hotel trainings.

• Proven experience as a Front Office Manager in hospitality
• Bachelor's degree in Hospitality Management or related field
• Strong leadership skills with the ability to inspire and motivate a team
• Excellent communication and interpersonal skills
• Demonstrated ability to provide exceptional customer service
• Proficiency in hotel management software and systems
• Detail-oriented with strong organizational and multitasking abilities
• Ability to remain calm and composed under pressure
• Excellent problem-solving skills and decision-making abilities
• In-depth knowledge of hotel operations and industry best practices
• Flexibility to work varying shifts, including weekends and holidays

• Good communication and customer contact skills
• Service oriented with an eye for details
• Ability to work effectively and contribute in a team
• Self-motivated and energetic
• Must be well-presented and professionally groomed at all times