front office manager

JOB DESCRIPTION

Department: FRONT OFFICE (FO)

Position: FRONT OFFICE MANAGER (FOM)

Scope of Work: To ensure that all sections under his/her supervision are effective and efficient, with focus on always ensuring maximum guest satisfaction consistent with established standards, through planning, organizing, directing and controlling all aspects related to the revenues and operating expenses.

Reports to: General Manager

Subordinates: Assistant Front Office Manager, Front Office Agents, Bellmen, Doormen, Valet Parkers, and Telephone Operators

Main Duties and Responsibilities:

Operational:

Guest Service

• Personally and frequently verifies that guests in his operation are receiving the best possible service available.
• Schedules himself to be on the front during peak operation hours, checking on standards of services, and cleanliness, is greeting and assist in the check in of guests and escorts VIP guest to the room.
• To be demanding and critical to service standards as well as hygiene standards.
• To constantly strive to please all guests that he may meet.
• Is responsible that employees project professionalism, are well-trained, and provide friendly and efficient service.
• Ensure a speedy telephone and message service at all times.
• Maintains an atmosphere of tranquillity at the Front Desk, never giving the impression that there is a problem.

Product

• Verifies constantly that the physical product in all aspects is consistent with the hotel standards.
• Periodically inspects rooms to ensure cleanliness and well-maintained rooms.
• Patrols assigned areas frequently to ensure cleanliness and well-maintained areas.
• Ensures that policies and procedures in regards to staff appearance, hygiene, and sanitation are enforced.

General:

• Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels.
• Liaise closely with other Departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies.
• Delegate authority and responsibilities to direct subordinates without relinquishing ultimate responsibility for the operation.

Financial:

• Is able to effectively interpret financial result in regards to revenues, payroll, costs and expenses.
• To assist in the preparation of the annual operation budget which, will form part of the business plan.
• To establish and monitor cost and expense control systems and procedures to achieve budgeted operating results.
• Is able to take corrective measures and actions to ensure highest possible profitability.
• Maximizes revenues through pro-active action rather than re-active.

Marketing:

• To assist in the preparation of the annual business plan for the entire Department.
• Fully understands the market needs of in-ouse guest and local market, assisting in the development of product lines and services accordingly.
• Is constantly aware of new market trends and activities of competitors, ensures that his operation is always one step ahead of the competition.
• Entertains regular and potential clients and maintains excellent guest relations.

Personnel and Training:

• Is an excellent people manager, showing respect for local customs and culture.
• To build an effective management team through taking an active interest in the development of subordinates through training and involvement in decision-making.
• Gives his subordinates frequent feedback on their performance and status of development.
• Conducts regular appraisals in his Department.
• Exercise self-control, patience and is known for his fairness at all times.
• Maintains an "Open Door" policy.
• Project a positive and motivated attitude among his peers and employees at all times.
• Ensures that all personnel and training related policies are known by the Department.
• Ensures that all areas of responsibility are properly staffed, supervised, and operating smoothly.
• Is totally committed to training and shows concern about the training his employees receive, and visit training sessions frequently.
• Be the departmental trainor in their development and monitors their effectiveness in staff training.
• To ensure that all employees are fully conversant with the hotel's facilities and services.
• To ensure that all employees schedule are properly established and maintained.

Administrative:

• To maintain all hotel records and forms as prescribed by established policies and procedures.
• To control the preparation of room occupancy forecast on a daily, weekly and monthly basis.
• Is able to meet given or agreed deadlines.
• To attend all briefings and meetings as requested and necessary.
• Is able to plan long term but at the same time is able to react to sudden chances instantly.
• Plans pro-active rather the re-active.
• To ensure that guest history record is up-to-date at all times.
• Conducts briefings and meetings as per established policies.
• Is comfortable in the use of computer systems.
• To advise management and sales of the update reservation status for reference in business solicitation.
• To ensure that report is ready for Sales Office within ten days of the current month.
• To understand and comply with local regulations and legislation.
• To assume the function of Duty Manager representing management in accordance with the Duty Manager Roster and Duty Manager job description.
• To carry out any other reasonable duties and responsibilities as assigned to.

Job Type: Full-time

Pay: Php30, Php40,000.00 per month

Work Location: In person