TASKS, DUTIES AND RESPONSIBILITIES
MANAGE AND COORDINATE FRONT OFFICE OPERATIONS TO PROVIDE THE HIGHEST STANDARD OF SERVICE
Achieves guest satisfaction and room revenue goals by supervising the Front Office operation
Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees
Oversees and participates in the prompt and courteous check-in and check-out of guests
Addresses questions or problems pertaining to customer room accommodations and rates
Controls condition of rooms
Keeps effective key control and participates in matters relating to customer room security
Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions
Controls room rates, and implements approved rate changes
Monitors advance deposit and credit procedures
Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve
Brings major needs for repair to the attention of the Front Office Manager
Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests
Blocks rooms for VIP’s and special guests in conjunction with Guest Relations Manager
Is proficient in all Front Office procedures to be a resource when needed
Challenges Front Office staff to utilize yield management, occupancy and average room rate to maximize room revenue
Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation
Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies
Analyses the rate variance report to ensure proper room rate and revenue control
Analyses credit check report daily for possible doubtful accounts
MANAGING THE FRONT OFFICE TEAM
Responsible for Reception Supervisors, Switchboard Operators
Utilizes leadership skills and motivation to maximize employee productivity and satisfaction
Monitors the Front Office team’s overall service and team work daily and focuses on how to improve and increase service delivery efficiency
Analyses departmental financial reports, and takes corrective action and follow-up
Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate
Checks and revises night clerk source of business report
Co-ordinates billing with the Accounting Department
Controls and pre-assigns rooms and arrangements for groups booked
Provides effective sales effort at Front Office to maximise rooms revenue
Maximises the total occupancy of the Rezidor hotels in the area, by serving as a liaison with other Rezidor hotels
Checks Front Office equipment periodically
Maintains Front Office supplies
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