FRONT OFFICE MANAGER

Job Responsibilities

1. Manage and supervise the front desk staff to ensure smooth operations and provide excellent customer service.
2. Create and implement front office policies and procedures to ensure efficient and effective operations.
3. Manage guest reservations, check-ins, and check-outs to ensure timely and accurate processing.
4. Respond promptly and appropriately to guest inquiries, complaints, and requests to resolve any issues and ensure guest satisfaction.
5. Maintain accurate and up-to-date records, including guest information and financial transactions.
6. Prepare daily reports and analyze data to identify trends and areas for improvement.
7. Maintain inventory of office and guest supplies and equipment and order supplies as needed.
8. Ensure the front desk area is clean, organized, and presentable at all times.
9. Train, coach, and motivate front desk staff to provide excellent customer service.
10. Control front desk tidiness and availability of all necessary stationery and materials including pens, forms, and informative leaflets.
11. Ensure timely and accurate customer service.
12. Schedule shifts and supervise front-office personnel including receptionists, security guards, and call center agents.
13. Train, cross-train, and retrain all front office personnel.
14. Participate in the selection of front office personnel.
15. Supervise workload during shifts.
16. Evaluate the job performance of each front office employee.
17. Maintain working relationships and communicate with all departments.
18. Verify that accurate room status information is maintained and properly communicated.
19. Resolve guest problems quickly, efficiently, and courteously.
20. Update group information and maintain, monitor, and prepare group requirements, relaying information to appropriate personnel.
21. Review and complete credit limit reports.
22. Work within the allocated budget for the front office.
23. Receive information from the previous shift manager and pass on pertinent details to the incoming manager.
24. Check cashiers in and out and verify banks and deposits at the end of each shift.
25. Enforce all cash handling, check-cashing, and credit policies.
26. Conduct regularly scheduled meetings of front office personnel.
27. Wear the proper uniform at all times and require all front office employees to wear proper uniforms.
28. Uphold the hotel’s commitment to hospitality.
29. Prepare performance reports related to the front office.
30. Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.
31. Monitor high-balance guests and take appropriate action.
32. Ensure implementation of all hotel policies and house rules.
33. Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
34. Prepare revenue and occupancy forecasting.
35. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
36. Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
37. Monitor all V.I.P.’s, special guests, and requests.
38. Maintain the required pars level of all front office and stationery supplies.
39. Review daily front office work and activity reports generated by Night Audit.
40. Review Front Office log book and Guest feedback forms on a daily basis.
41. Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
42. Perform other duties as requested by management.
43. Support and train office staff.
44. Handle complaints and specific customer requests.
45. Monitor stock and order office supplies, troubleshooting emergencies.
46. Manage records of office expenses and costs.
47. Oversee compliance with company’s policies and security requirements.
48. Ensure that all customer-related tasks are handled accurately and on time to improve guests' experience.
49. Schedule staff shifts and manage other HR-related tasks.
50. Maintain an orderly appearance throughout the reception area.
51. Prepare monthly management reports on customer feedback, bookings, and cancellations.
52. Manage the departmental budget.
53. Enforce all cash-handling, checking, and credit procedures.

Company Information

Registration No. 201301011187

Application Questions

Your application will include the following questions:

• How many years' experience do you have as a Front Office Manager?
• Do you have customer service experience?

Salary Information

What can I earn as a Front Office Manager?