FRONT OFFICE MANAGER

Job Description

Job Description

Front Office Manager supervises the front desk to ensure efficient and profitable operation. Responsible for training, scheduling and evaluation of front office personnel while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.

Duties include:

• Sets the tone and example of guest service and guest satisfaction for all colleagues
• Has specific responsibility for overseeing front desk shifts
• Acts as liaison with clerks and General Manager concerning front desk clerks
• Participates in hiring, managing, overseeing and training front desk personnel
• Implements policies and procedures for front desk
• May schedule front desk personnel
• Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys

• Checks out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill

• Ensures that check in and check out brand standard procedures are followed
• Ensures that processes for brand point systems are followed
• Handles incoming guest phone reservations

• Answers inquiries pertaining to hotel services; gives entertainment suggestions and travel directions

• Handles all guest complaints or problems to exceed the guest expectations
• Handles all guest service requests, makes changes as necessary
• Monitors and responds to guests’ comments on brand site and third party sites

• Serves as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages

• Keeps records of room availability and guest’s accounts. Operates front desk software
• Maintains a balanced cash/billing drawer
• Maintains and takes responsibility for all cash and credit card transactions during working hours
• Completes any necessary accounts receivable and direct billing tasks
• Welcome guests and respond to requests in a prompt and professional manner

• Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment

• Uses suggested selling techniques to sell rooms and to promote other services of the hotel

• Coordinates room status updates with housekeeping department

• Knows how to use office equipment

• Knows all safety and emergency procedures
• Maintains awareness of all rates and competition
• Communicates with the previous and following shifts
• Print arrival list from booking.com and Expedia and ensure all reservations are on PEP
• Ensures compliance with energy conservation and job safety requirements
• Proactively maintain assigned areas and equipment
• Ensure efficient completion of daily assignments in a timely manner
• Report all safety concerns to management
• Attend and participate in all mandatory trainings
• Flexible with schedule and assignments
• Maintain effective performance under pressure

• May perform similar duties as requested by supervisor

Requirements:

• Good customer service skills
• Ability to work independently and with others
• Good communication skills
• Ability to give and follow verbal and written instructions
• Attention to detail
• Ability to multi task
• Displays good initiative

• 2 years previous hotel experience