Front Office Manager

- Utilises leadership skills and motivation to maximise employee productivity and satisfaction.
- Monitors the Front Office team's overall service and team work daily and focuses on how to improve and increase service delivery efficiency.
- Recommends to Rooms Division Manager how to improve guest service and efficiency in Front Office operations.
- Analyses departmental financial reports, and takes corrective action and follow-up.
- Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate.
- Checks and revises night clerk source of business report.
- Co-ordinates billing with the Accounting Department.
- Controls and pre-assigns rooms and arrangements for groups booked.
- Provides effective sales effort at Front Office to maximise rooms revenue.
- Checks Front Office equipment periodically.
- Maintains Front Office supplies.

LAWS, REGULATIONS AND POLICIES

- Makes sure Front Office follows all applicable laws
- Keeps track on purchasing costs for department for maximum quality to lowest possible price.
- Makes sure that Front Office deliver quality guest services within departmental and corporate standards and guidelines.

Requirements:
HUMAN RESOURCES MANAGEMENT

- Screens, interviews and selects potential Front Office candidates..
- Identifies training needs and develops the departmental training plan
- Trains Front Office staff appropriately and proactively.
- Ensures that staff meets and exceeds guest expectations by training and inspiring staff to provide Yes I Can! service.
- Makes sure staff receives skills training to provide consistent, reliable service.
- Encourages, develops and manages effective employee relations within department and throughout the hotel.
- Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Rooms Division Manager.
- Works closely with the Rooms Division Manager, and the Human Resources Manager to conduct the following Human Resources related tasks within department:
- Performance appraisals
- Coaching
- Counselling
- Discipline and grievance
- Employee relations
- Wage and salary administration
- Compensation and benefits
- Succession planning

EMPLOYEE RELATIONS:

- Fosters and develops effective employee relations within department, and throughout the hotel.
- Utilises effective internal communication, including weekly meetings with Service Managers to ensure optimum team work and productivity.
- Conducts monthly departmental meetings with all Front Office staff present.
- Looks for ways to motivate and challenge employees.