Front Office Manager

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Scope of Position:

• To ensure that guests have a unique and memorable experience at the property. Able to Manage and motivate front office teams to provide high quality services for guests and to ensure the department meets its quantitative and qualitative monthly targets. to Increase revenue through his/her sales efforts and by managing rooms’ revenue effectively (Revenue Management). To ensure Implementation of Brand and Group projects and policies and procedures.

Specific duties, responsibilities & Key performance areas

Customer relations:

• Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty
• Anticipates guests needs and takes action to ensure a unique guest experience
• Handles guest complaints, if they have not been dealt with by team members and provides a rapid solution
• Present a professional, friendly, and efficient impression of the Hotel always
• To ensure that all tasks relating to guest comfort, satisfaction and overall impression of the hotel is treated with your utmost priority
• To maintain a good working relationship with your colleagues creating a team that works well together and with other departments
• To ensure that your team is developed to provide a hospitable service to the standard lay down by the Standards Training Manual
• To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
• To maintain vigilance regarding possible fraud, theft, and potential security risks
• To have a full understanding of all systems and Programs e.g., Tars, etc.
• Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised
• Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained with effective communication with the front office team
• This is a multi-skilled role incorporating both Front Office, Reservations, Revenue and Housekeeping duties in line with the business demands
• You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role
• Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
• Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field
• Manages and motivates all the Teams to improve sales and the quality of services
• To support with initiative and commitment the overall objectives of the business in terms of, revenues, costs, and teamwork – whilst developing your personal competency levels
• To be a good example of the company dress code and appearance standards – ensuring that your teams fully comply with these

Team management and cross-departmental responsibilities:

• To ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises to maximize hotel sales
• To display a pro-active and innovative approach to skills development and standards enhancement with your team
• Co-ordinate constructively with both the finance and night teams so that policy, procedure, and requirements are all adhered to
• Establish and maintain strict security procedures within your department, reporting any potential risks to the General Manager/ Hotel Manager
• Display a pro-active and consistent approach to stock control, cost control and cash control
• Actively develop positive and effective communication between the reception team and the housekeeping team
• Continuously analyze actual standards observed against department standards. Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviation
• Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible
• To build a consensus and negotiate mutually beneficial solutions to problems
• To undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of the General Manager/ Hotel Manager
• Design and implementation of new procedures, when necessary
• Ensures through effective supervision that all services offered in the housekeeping department are always available and are carried out with the outmost efficiency and courtesy as per the department operations manual
• Liaises with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work
• Liaises with the Front Office on anticipated guest check-ins, checkouts, room assignments and rooming list
• Conducts periodic inspections of all hotel areas to check the cleaning standards
• Ensures the proper ordering of cleaning supplies and guest supplies and to check that they are handled and stored correctly
• Makes recommendation to management for modernization of equipment and refurbishment programs
• Ensures that all rooms are checked prior to the arrival of the guest for 100% readiness
• Ensures that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by the employees
• Ensures proper arrangement and maintenance of flowers and plants in the guest rooms and public areas
• Conducts regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments
• Control reports from Night-Audit (guest’s credit limits, deductions, refunds, complimentary rooms)
• Ensure a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations)
• Supervises the daily billing, cashiering, and business reports
• Month end reports and Management letter
• Takes part in the annual budget preparation for the Front Desk
• To carry out Duty Management functions as required

Professional techniques / Production:

• Ensures that the hotel's pricing policy is correctly applied (price value, start and end of price validity)
• Liaises with Reservations to ensure correct procedures are followed when making a reservation
• Ensures that rates are loaded and charged correctly for bookings on the system and on external platforms
• Liaises with the Revenue Manager or General Manager/ Hotel Manager as to any rate changes requires
• Ensure that daily ADR is correct and corresponds with budget and set rate structure
• Keeps the database up to date
• Ensures that guest documentation and information is available and up to date
• Ensures that information in the directory and e-directory is clear and up to date                                                                                                                     
• Ensures that internal audit procedures are duly applied

• Matric
• Diploma in Hospitality Management will be an advantage