Job Description
Job Purpose/Mission
• To supervise all front office personnel directly and ensure 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 budgets for the front office department.
Duties & Responsibilities
• Trains, cross–trains, and retrains all front office personnel.
• Participates in interviewing and 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.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Reviews and completes 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 incoming 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 with front office personnel.
• Prepare performance reports related to the front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reports and maintain close observation of daily house count. Monitor the selling status of the house daily.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• 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.
• Review daily Front Office work and review reports generated by Night Audits touching on the department.
• Monitors the Front Office employees to make sure all guests receive prompt and personal recognition
• Oversee the VIP guest process including, but not limited to, reviewing VIP reservations, inspecting cleanliness/ amenities in VIP rooms and ensuring smooth check-in/check-out
• Ensure that all charges are correctly entered on the guest`s bill and that this is up to date at all
• Acts as the manager on duty in the hotel when senior managers are not available.
• To ensure constant follow-up on guest history.
• To comply with the stipulated house rules
• Perform other duties as requested by management
Requirements
• Diploma in Hotel Management/Front Office Management or equivalent
• 3+ years experience in an equivalent role with a rated Hotel
• Exceptional listening and communication skills.
• A polite, engaging personality.
• Commitment to customer satisfaction and service excellence.