Role Statement Purpose:
Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.
Key Responsibilities:
Trains, cross –trains, and retrains all front office personnel.
Participates in the selection of front office personnel.
Schedules the front office staff.
Supervises workload during shifts.
Evaluates the job performance of each front office employee.
Maintains working relationships and communicates with all departments.
Maintains master key control.
Verifies that accurate room status information is maintained and properly communicated.
Resolves guest problems quickly, efficiently, and courteously.
Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
Reviews credit limit report.
Works within the allocated budget for the front office.
Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
Checks cashiers in and out and verifies banks and deposits at the end of each shift.
Enforces all cash-handling, check-cashing, and credit policies.
Conducts regularly scheduled meetings of front office personnel.
Requires all front office employees to wear proper uniforms always.
Upholds the hotel’s commitment to hospitality.
Prepares performance reports related to front office.
Maximize room revenue and occupancy by reviewing status daily by reviewing online rates and adjusting them accordingly. Analyses rate variance and maintain close observation of daily house count. Monitor selling status of house daily.
Monitor high balance guest and take appropriate action.
Ensure implementation of all hotel policies and house rules.
Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
Prepare revenue and occupancy forecasting reports.
Review all arrivals and departures of the day.
Conduct sale calls and visits to companies, travel agents and taxi drivers
Formulate departmental policies and procedures.
Ensure adherence to standard operating procedures by all front office personnel.
Conduct staff appraisal for all front office personnel.
Attend all management meetings.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Ensure that employees are, always, attentive, friendly, helpful and courteous to all guests’, managers and other employees.
Monitor all V.I.P ‘s special guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily front office work and activity reports generated by Night Audit.
Review Front office log book and Guest feedback forms on a daily basis.
Maintain an organized and comprehensive filing system with
documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
Go through the rate check report.
Review and approve the duty rota for the department.
Approve all PH and leave days for all front office personnel.
Requirements
Communication. Ability to speak with guests in person and over the phone all day, speak clearly and maintain a positive tone.
Composure: calm under pressure(Stress Management skills).
Computer Literacy ;to keep records, process payments, and complete other tasks.
Friendliness; Must have to be extremely welcoming (greets every guest with a smile and a friendly word)
Organization: ability to multitask; they must answer phones, greet guests,answer questions, check out customers, and more.
Problem Solving skills: Analytical, Creativity, Resolving complaints and
Responding to guest concerns and questions adequately.
Sales: promote specific hotel services and other offerings. encourage guests to purchase more luxurious and expensive rooms.
Teamwork :ability and willingness to work with others
Proven work experience as a Front desk manager or Reception manager
Hands on experience with office machines (e.g. fax machines and printers
Thorough knowledge of customer service, office management and basic bookkeeping procedure
Solid knowledge of MS Office, particularly Excel and Word
Diploma in Hotel Management.
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