Job Description

Your day to day

People



In Absence of Front Office Manager, manage day to day staffing needs, plan and assign

work and establish performance and development goals for team members. Provide mentoring,

coaching and regular feedback to improve team member performance



Educate and train team members in compliance with federal, state and local laws and safety

regulations. Ensure staff is properly trained and has the tools and equipment to carry out job

duties



Ensure your team are properly trained on systems, security, service and quality standards

Guest Experience



Ensure your front office team delivers a great service, professional attention and personal

recognition



Ensure guests are greeted upon arrival and make time to engage with guests. Respond

appropriately to guest complaints, solicit feedback and build relationships to drive continuous

improvement in guest satisfaction



Conduct routine inspections of the front office and public areas and take immediate actions to

correct any deficiencies

Financial



Help prepare annual departmental operating budget and financial plans. Monitor budget and

control labour costs and expenses with a focus on rate strategy, building initiatives and inventory

management



Oversee night audit function and preparation of daily financial reports



Develop plans to increase occupancy and ADR through walk ins and upselling at the front desk

4

6

Front Office

General Manager

The moment a guest steps into one of our hotels, they walk into a genuinely memorable

experience. As Front Office Manager you'll deliver this through managing all aspects of the front

office (for example guest registration, porter services, business centre, telephone services,

concierge services, and guest reservations). You'll also create the warm atmosphere that makes

our guests feel at home in any location

Responsible Business

Responsible Business

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure mannertransactions are handled in a secure manner Train team members on PBX procedures and serve as a central communications point during Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnelemergency personnel Perform other duties as assigned. May also serve as manager on dutyPerform other duties as assigned. May also serve as manager on duty

A

Accountabilityccountability

This

Thisjob is the top Front Office job and may report to a Director of Rooms at a large luxury or resort job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May overseeMay overseea teama team

What we need from you

What we need from you

Bachelor's degree / higher education qualification / equivalent in Hotel Management/ Bachelor's degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including Business Administration, plus 3 years of Front Office/Guest Service experience including management experiencemanagement experience Must speak fluent EnglishMust speak fluent English Other languages preferredOther languages preferred
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