Job Title:
Front Office Manager/Rooms Division Manager
About Us
We at The Johnstown Estate strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork, and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do.
Duties and Responsibilities
* Work closely with the Front Office Manager/Rooms Division Manager to ensure the smooth running of the Front of House area and assist in other departments within the hotel.
* Have an extensive working knowledge of the hotel Property Management System Opera.
* Maintain up-to-date information on daily guest check-in and check-out, daily events, and groups.
* Evaluate and meet guest expectations.
* Have a good working knowledge of back-office financial procedures, including PM accounts, No Shows, Cancellations, Sales Ledgers.
* Develop a strong understanding of group management, including checklist, taking of breakfast/dinner/bag pull times, checking group bills.
* Collaborate with the Accommodation/Rooms Revenue Manager to ensure consistency of communication is maintained.
* Familiarize yourself with the preparation of all Front Office & Back Office reports.
Additional Duties
* Carry out any reasonable duties as requested by the management team, such as covering duty manager night shifts.
* Monitor and work alongside reception colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
* Welcome/Greet all guests, follow Department Standards and Escort guests personally on arrival/bidding farewell on departure.
* Handle guest complaints and refer them as necessary to FOM for guidance, follows up on corrective/preventive action with the help of Night Managers or FOM.
* Review arrival lists for all arrivals and VIPs to check/perform room allocations, ensure amenities are delivered to rooms, and special requests.
* Appraise appearance, discipline, and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
* Support organizing and conducting regular meetings for all Reception team to facilitate communications and smooth operations.
* Assist FOM prepare efficient work schedules for Reception Team, arranging holidays and vacation, taking into consideration projected occupancy and forecasts and any large group movements.
* Conduct courtesy calls, driving guest experience through service quality and continuous improvement.
* Ensure implementation and compliance of the Company's Fire, Life and Safety requirements.
Requirements
* Associate degree in hospitality management and/or similar work experiences or certified accreditation.
* Minimum 1 year experience in supervisory Level in 4* property with 100+ inventory.
* Perform duties of Night Manager reliever Duties to cover vacation / off days as per business requirement.
* Support the night porters on performing C&B duties - candidate should be able to handle setup of dance floor, ballroom layout etc, handle all complains that arise at the hotel.
* Ability to diagnose problems and thoroughly analyse information to guide decision making.
* Organize and conduct regular meeting for all Reception team to facilitate communications, train team members and set department SOP's and its compliance.
* Opera Computer skills advantage.
* Proficiency in speaking and writing Business English.
* Additional language - bilingual
About the Role
This role will involve working with the Front Office Manager/Rooms Division Manager to ensure the smooth running of the Front of House area and assisting in other departments within the hotel.
The ideal candidate will have a strong background in hospitality management, excellent communication and interpersonal skills, and the ability to work effectively in a fast-paced environment.