TITLE: Front Office Manager
REPORTING TO: General Manager
MAIN PURPOSE OF THE JOB: Manage the Front Office Department, acting as a liaison between guests and management in order to provide efficient, prompt, courteous, trouble-free, and proactive service to customers; hence maximize rooms revenue and guest satisfaction while ensuring the proper execution of all operational issues. The incumbent is fluent in Front Office operations technology, is aware of the hotel’s possibilities and limitations, and understands all aspects of hotel management.
MAIN DUTIES AND RESPONSIBILITIES
1. Manage and coordinate front office’s shift activities to provide the highest standard of service.
2. Achieve customer satisfaction and rooms revenue goals by supervising Front Office employees.
3. Be proficient in all Front Office procedures.
4. Utilize management skills and motivation to maximize employee productivity and satisfaction.
5. Recommend to General Manager how to improve guest service and efficiency in Front Office operations.
6. Manage and participate in the prompt and courteous check-in, check-out, and servicing of guests.
7. Check the daily arrival list and make necessary preparations if the hotel is sold out.
8. Be in charge of planning, follow-up, and execution of training and holiday plans.
9. Be responsible for the weekly staff schedule according to hotel guidelines.
10. Handle promptly and courteously problems regarding customer room accommodations and rates, and notify appropriate Department Head when needed.
11. Address all guest comments, complaints, requests, or inquiries promptly and courteously; take necessary action and follow up thoroughly.
12. Greet and escort returning guests and VIPs to guest rooms upon check-in.
13. Handle personally walk-outs in fully booked situations.
14. Assist in showing meeting facilities, guest rooms, and other public spaces to potential guests.
15. Ensure that emergency procedures are enforced to provide for the security and safety of guests and employees.
16. Ensure that all employees within own department work in a safe manner that does not harm or injure self or others.
17. Support a safe hotel by applying hotel regulations and adhering to existing laws and regulations.
18. Anticipate possible and probable hazards and conditions and take action to prevent them from happening.
19. Collaborate with the General Manager in developing the departmental business plan.
20. Attend meetings and training as required.
21. Assist colleagues to perform similar or related jobs when necessary.
22. Accept a flexible work schedule necessary for uninterrupted service to hotel guests and stakeholders.
Job Type: Full-time
Experience:
* FRONT OFFICE: 2 years (required)
Work authorisation:
* Ireland (required)
Work Location: In person
Skills:
Organisation, Management, Reception
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