Front Office Manager

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PRIME PURPOSE:

To manage the hotel to provide courteous, professional, efficient and flexible service that is consistent with the Accor Group standard Policies & Procedures in order to maximize guest satisfaction. Guide all Front Office personnel and ensure proper completion of all Front Office duties. Strive to achieve optimum operating results while providing guests with the highest level of service and satisfaction. Ensure that grooming & uniform standards are maintained by all team members. Responsible for day to day operations of Front Office Department. Any matter which may affect the interests of the hotel should be brought to the attention of the Management.

KEY RESPONSIBILITY:

FINANCE:

• 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.

Operational:

• 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 Fairmont 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 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.

Rooms Product:

• 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.

Guest Services

• 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.

General:

• 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.Key Contacts

• Guest obsessed and service minded.
• Proven negotiation & conflict resolution skills. 
• Desire to coach and develop Front Office hotel professionals.
• Drive & energy to take a team to the next level under your leadership.
• 2 years of experience within a leadership role in Front Office or 3-5 years within a luxury hotel. 
• Impeccable communication, presentation and interpersonal skills.
• Hold a current RSA and First Aid Certificate, or be willing to obtain.