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POSITION SUMMARY: Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for the front office department.
THE FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES:
- Trains, cross–trains and retrains all front office personnel.
- Participates in the selection of front office personnel.
- Schedules the front office staff.
- Supervises workload during shifts.
- Evaluate the job performance of each front office employee.
- Maintains working relationships and communicates with all departments.
- Verifies that accurate room status information is maintained and properly communicated.
- Resolves guest problems quickly, efficiently, and courteously.
- Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
- Reviews and completes credit limit report.
- Works within the allocated budget for the front office.
- Receives information from the upper-manager and passes on pertinent details to the incoming employees.
- Enforces all cash handling, check-cashing, and credit policies.
- Conducts regularly scheduled meetings of front office personnel.
- Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
- Upholds the hotel’s commitment to hospitality.
- Prepare performance reports related to the front office.
- Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit reports and maintain close observation of daily house count. Monitor the selling status of the house daily. Ie flash report, allowance etc.
- Monitor high-balance guests and take appropriate action.
- Ensure implementation of all hotel policies and house rules.
- Operate all aspects of the Front Office computer system, including report generation and analysis.
- Prepare revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
- Monitor all V.I.P.’s special guests and requests.
- Maintain the required pars level of all front office and stationery supplies.
- Review daily front office work and activity reports generated by Night Audit.
- Review Front office log book and Guest feedback forms on a daily basis.
- Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
- Perform other duties as requested by management.
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