Front Office Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Front Office Manager

Description

Administration

§ To oversee and assist in the preparation and update of the Front Office Departmental Operations Manual.

§ To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

§ To represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.

Customer Service

§ To ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.

§ To ensure that Front Office employees also provide excellent service to internal customers as appropriate.

§ To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.

§ To ensure that all Front Office employees are aware of current promotions, policies and other important information.

§ To ensure that all Front Office employees are familiar with the hotel's products and services.

§ To implement consistent guest recognition programmes and maintain a relevant guest history database.

§ To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily

§ To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

§ To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.

Financial

§ To maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

§ To ensure that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.

§ To maximise rooms sales and revenues for the hotel through appropriate yield management, upselling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.

§ To assist in monthly reforecasting, as appropriate.

§ To assist in the preparation of the Annual Business Plan.

§ To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Marketing

§ To assist in weekly yield and revenue management meetings, as necessary.

§ To assist in the preparation, utilisation and update of an annual Marketing Plan.

Operational

§ To monitor Rooms standards in general, working through the respective Head of Department to take corrective action where necessary.

§ To conduct frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.

§ To ensure the strict control of room keys.

§ To assist in securing external guest accommodation in overbooking situations.

§ To ensure that public areas are clean and up to standard.

§ To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.

§ To ensure that all V.I.P. and long stay guests are met on arrival by an Assistant Manager.

§ To work closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.

§ To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

§ To assist in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.

§ To respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.

§ To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

§ To make sure that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".

§ To ensure that all guest details are entered correctly in accordance with the principles of clean data.

§ To be aware of new market trends and service(s) offered by competitor hotels and the industry in general, to "be one step ahead" where appropriate.

Qualifications
Personnel

§ To assist in the recruitment and selection of all Front Office employees. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.

§ To oversee the punctuality and appearance of all Front Office employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.

§ To conduct annual Performance Development Discussions with Front Office employees, to support them in their professional development goals.

§ To plan and implement effective training programmes for all Front Office employees in coordination with the Training Manager and Departmental Trainers.

§ To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.

§ To develop the skills and effectiveness of all Front Office employees through the appropriate training, coaching, and/or mentoring.

§ To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.

§ To encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

§ To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.

Personnel

§ To ensure that employees have a complete understanding of and adhere to employee rules and regulations.

§ To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

§ To feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.

Other Duties

§ To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.

§ To respond to changes in the Rooms function as dictated by the industry, company and hotel.

§ To read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

§ To attend training sessions and meetings as and when required.

§ To carry out any other reasonable duties and responsibilities as assigned.