Front Office Manager

· Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.

· Work with Financial Controller in the preparation and management of the Department’s budget.

· Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.

· Monitor Front Office to ensure diamond members, repeat guests, and other VIPs receive special attention and recognition.

· Maintain inter-departmental relationships to ensure seamless customer service.

· Conduct comprehensive monthly departmental meetings to review procedures and events that warrant special handling and detailed information.

· Communicate to the General Manager or his/her delegate all information likely to be of interest, such as the expected arrival and departure of VIPs and other pertinent information.

· Compile statistics for the front office and provide reports related to that area.

· Prepare efficient work schedules for Front Office Staff, arranging holidays and vacations, taking into consideration project occupancy and forecasts, and any large group movements, especially those with early or late arrivals or departures.

· Work with Human Resources on manpower planning and management needs.

· At all times, be well-groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and be willing to offer assistance at all times.

· Maintain the entrance and main door area clean and tidy, free of obstacles, and ensure that traffic through the driveway is controlled.

· Provide current knowledge of the services and facilities offered by the Hotel to provide reliable information to guests.

· Be knowledgeable in assisting guests with requests for transport and other information.

· Be aware of the events of the day and daily Hotel activities.

· Be knowledgeable of VIP guests and address such guests by name whenever possible.

· Promote teamwork and quality service through daily communication and coordination, and drive employee engagement.

· Develop programs that drive improvements in employee engagement and are aligned with our Service Culture.

· Establish performance and development goals for team members and provide mentoring, coaching, and regular feedback to enhance performance.

· Oversee any salary, disciplinary, or staffing/human resources related actions in accordance with company rules and policies.

· Lead a team to respond to guest complaints and special requests, ensuring corrective action is taken to achieve complete guest satisfaction and problem resolution.

· Assume overall responsibility for maintaining standards to ensure furnishings, facilities, and equipment are clean, in good repair, and well maintained.

· Know system recovery procedures.

· Continually check the accuracy of room counts.

· Approve upgrades and special amenities.

· Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees.

· Carry out any other duties and responsibilities as assigned.