Front Office Manager
2 days ago
**Job Summary**
Lead the pre-opening Front Office department. Responsible for the effective and efficient operation of all Front of House departments within Front Office. Services in accordance with the objectives, performance and quality standards established by the hotel.
**Tasks/Responsibilities**:
- Lead the Front Office Department and operation, with direct responsibility of Hotel Guest Services, Telephone Operators and valet/ bell person.
- Responsible for Departmental Profit and Losses and budges, effectively work within its budgetary confines and reach annual financial goals including strong rooms upsell strategies.
- Be completely knowledgeable of room types, sales types, guest types, Very Important Person’s codes and room rates.
- Maintain an excellent knowledge of room layouts, features and product updates of the property.
- Ensure a strict room key control system is implemented.
- Be present at the Front Desk during guest arrivals and departures.
- Be fully knowledgeable on all hotel’s fire and safety procedures, including guest and employee incidents.
- Conduct twice a day briefing sessions to ensure Front Office employees are fully conversant with all areas of the hotel operation.
- Liaise with the Housekeeping Department to ensure rooms are available and vacant and ready for arrival guests.
- Assess guest’s complaints and problems by taking proper, prompt and effective action to ensure the best possible satisfaction to our guests.
- Attend daily morning and evening briefings.
- Obtain Front Office Logbook and take note of all daily happenings at the Front Desk (guest requests, complaints and, etc.) and ensure to use Trace column from Opera as well share with management.
- Ensure all reservations are entered into the Property Management System correctly and the correct room type is allocated prior to arrival, and ensure only rates that are approved by the General Manager are entered into system unless special instructions given by General Manager pertaining to special discounted rate.
- Upsell Hotel product with a view to maximise occupancy and average rate.
- Check rooms blocked for all Very Important Person’s prior to their arrival and make sure all amenities are in place.
- Liaise and inform department heads concerning of any Very Important Persons arriving at the hotel.
- Follow through on all out-of-order rooms. Bring them to attention of respective departments concern and discuss methods to repair the room.
- Ensure that messages, incoming faxes and incoming mails are recorded systematically and are delivered promptly to guests.
- Recommend to the Hotel Management any areas for improving guest services and facilities of the hotel, or potential cost savings.
- Manage the department based on product specification with COMO Hotels and Resorts aligned with Leading Quality Assurance standards.
- Analyse the department’s training needs, by reference to guest comments, Feedback, exit interview comments, employee appraisals, personal observation and discussion with the appropriate managers and employees, thereby conducting appropriate training to close performance gaps and develop talents.
- Implement Duty Rosters for each area to ensure all sections are sufficiently manned to deliver a consistent level of service as required by the hotel.
- Mentor, coach, hire, and discipline as needed to team members of the Front Office.
- Ensure full knowledge of all hotel systems in order to maintain full maximisation of systems use.
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