FRONT OFFICE MANAGER

1. Prepare departmental annual budget.

2. To ensure that the Department’s Operational Budget is in line and costs are strictly controlled.

3. To constantly strive to please all guests that he or she may come into contact with during his/her working hours

4.To ensure through effective supervision that all services offered at the Front Desk are always available and are carried out with the utmost efficiency and courtesy, as per the Departmental Operations Manual

5. To ensure a speedy telephone and message service at the Front Desk at all times

6. To maintain an atmosphere of tranquility at the Front Desk, never giving the impression that there is a problem.

7.To establish an efficient method for the coordination of all Departments, with particular emphasis on cashiers, sales, housekeeping, maintenance, telephone and security.

8. To ensure that all incoming reservations for the day match the necessary accommodation and that all rooms are blocked.

9. To ensure that a statement of “blocked rooms” is sent to the Housekeeping Department for the necessary set-ups.

10.To conduct regular Front Office meetings to keep associates informed of policies and procedures, special events, further improvements plans and guest comments.

11.To assist subordinates during peak periods.

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

13.To supervise the room rates to achieve the highest available rate.

14.To ensure that airport pick-ups are handled properly.

15.To ensure the smooth and efficient service of the Reservations Department.

16.To maintain up-to-date files on corporate accounts, travel agents, airlines and other special contracted rates.

17. To ensure a polite, quick and efficient telephone service to all hotel guests.

18. To maintain the installation and maintenance of all telephone and related equipment to ensure its maximum efficiency.

19.To conduct training courses for new associates; to prepare and conduct regular monthly departmental training under the guidance of the Training Department and to issue monthly training schedules and guidelines.

20.To conduct evaluations for all Front Office associates to review their general performance, discuss existing performance and areas of improvements.

21.To interview new potential hires in liaison with the Human Resource Department.

22.To supervise Departmental Orientation Programs for new associates to make sure that they understand the policies and procedures of the hotel.

23.To work closely with Security and assist in investigating all incidents and thefts that may occur within the premises.

24. To assist in the preparation of room occupancy forecasts on a daily, weekly and monthly basis.

32. To advise management and sales associates on the updated reservation status for their reference in marketing and business solicitation.

Requirements and skills

Proven work experience as a Front desk manager or Reception manager

Thorough knowledge of customer service, office management and basic bookkeeping procedures would be an advantage

Proficiency in English (oral and written)

Solid knowledge of MS Office, particularly Excel and Word

Excellent communication and people skills

Good organizational and multitasking abilities

Problem-solving skills

HSC or a diploma; additional certification is a plus