Front Office Manager

Job description

Job Description

·  Directs, controls and coordinates activities of personnel engaged in such activities as :
·  - Receiving, processing and confirming room reservations.
·  - Selling, registering and assigning rooms to incoming guests;
·  - Giving general information and aid and handling out keys to guests;
·  - Giving general information and aid and handling out keys to guests;
·  - Carrying baggage of and escorting guests to their rooms;
·  - Meeting and sending off and soliciting business at the airport and other arrival/departure ports;
·  Sees to it that these activities are properly carried out to ensure guest satisfaction with accommodations and service.
·  Coordinates wit housekeeping, accounting, F&B, security and other departments concerned in handling guests requests, inquiries and complaints regarding accommodations, service, security matter and billing.
·  Prepares annual front office goals; monthly forecast of occupancy, develops working plans to carry goals and forecasts, compares actual achievements against goals periodically, takes necessary corrective actions.
·  Prepares monthly & yearly front office budgets based on statistics of previous years, industry and economic trends, estimates of operating expenses and other pertinent data; with sales manager and others.
·  Sees to preparation of and finalizes all front office reports, schedules, requisitions etc.
·  Trains personnel according to established procedures; conducts training meetings to discuss problems, give instructions and assignments, etc.
·  Develops and implements procedures to govern front office activities; sees to it that personnel understand and adhere to approved standard policies and procedures of the hotel.
·  Authorizes the acceptance of cheques, cashing of personal cheques, cash advances, rebates, refunds of deposits, paid-outs, rate/room changes, release of airline crew allowances, etc on the basis of established procedures, amount, identity of guests or persons involved and availability of higher supervision.
·  Inspects predetermined number of guest rooms daily to determine whether these are properly maintained.
·  Implements hotel discount policies, recommends approval of credit accommodations and decides whether to upgrade guests’ accommodations to promote and maintain good public relations.
·  Sees to the enforcement of all house policies, rules and regulations pertaining to Front Office activities.
·  Attends to reservations and registration of very special VIPs personally.
·  Directs, supervises and coordinates the activities of telephone exchange personnel and ensures the proper maintenance, repair and use of all telephone exchange equipment and facilities.
·  Ensures that the investigation of irregularities and undesirable guests and the checking of room occupancy discrepancies are properly conducted.
·  Spot checks employee’s performance regularly; corrects mistakes and inadequacies.
·  Receives and greets VIP’s and escorts them to their room; attends to their inquiries, requests and needs.
·  Performs other duties as may be assigned.

Qualifications

·  Passion for guest service.
·  Excellent written and verbal communication, interpersonal and leadership skills.
·  Highly organized, results-oriented with the ability to be flexible and work well under pressure.
·  Degree/Diploma in Hospitality Management is an asset.
·  Fluency in English is an asset.
·  Minimum of 2 years previous proven Managerial experience in similar position.
·  Must have the ability to handle a multitude of tasks and guest requests.
·  Knowledge of Micros-Opera Property Management System an asset.
·  Should possess or seek certification in basic first aid.
·  Strong guest service orientation and training skills background required.
·  Ability to work independently and prioritize responsibilities.
·  Experience with a hotel loyalty program an asset.
·  Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Additional Information

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.