Front Office Manager

OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.

• Ensure that standards are maintained at a superior level on a daily basis.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

• Maintain positive guest relations at all times.

• Resolve guest complaints to ensure guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

• Maintain complete knowledge at all times of:

• Act as M.O.D. (Manager On Duty)

All hotel features/services, hours of operation.

All room types, numbers, layout, decor, appointments, and location.

All room rates, special packages and promotions.

Daily house counts and expected arrivals/departures/ VIP's.

Room availability status for any given day.

Scheduled in-house group activities, locations, and times.

All hotel and departmental policies and procedures.

• Access all functions of the computer system.

• Answer department telephone within three rings, using correct greeting and telephone etiquette.

• Establish par levels for supplies and equipment—complete requisitions to replenish shortages or additional items needed for the anticipated business.

• Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.

• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.

• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

• Ensure that staff report to work as scheduled. Document any late or absent employees.

• Coordinate breaks for staff.

• Assign work duties to staff.

• Conduct a pre-shift meeting with staff and review all pertinent information for the day's business.

• Inspect grooming and attire of staff; rectify any deficiencies.

• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

• Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, and Concierge staff.

• Monitor the hotel's front entrance and resolve any congestion.

• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

• Monitor communication logs and ensure that guest requests are followed up on within minutes.

• Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

• Monitor guest mail and ensure it is processed in accordance with procedures.

• Monitor and ensure that express checkouts are processed through the system.

• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

• Assist staff with their job functions to ensure optimum service to guests.

• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

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• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

• Ensure security of guestroom access.

• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

Contracted banks

Shortages/overages

Late charges

Petty cash/paid outs

Adjustments

Posting charges

Making change for guests

Cashing personal/travelers' checks