Front Office Manager

KEY RESPONSIBILITIES: Direct, control and co-ordinate all Front Office operations to provide efficient, prompt, proactive and courteous services, thereby ensuring the hotel achieves its financial and guest satisfaction objectives. • Directs and co-ordinates all subordinate Front Office staff to ensure that all day-to-day operational matters are handled on time and guest expectations are met. • Co-ordinates with Housekeeping to ensure that rooms are serviced according to guest requirements and vacant rooms are cleaned according to arrival schedules. • Controls and monitors the room inventory to maximize the hotel yield ensuring strategically controlled overbooking during peak periods • Controls the maintenance and updating of guest history files and disbursement of relevant information ensuring guest requests and preferences are implemented whenever possible. • Co-ordinates the procedures involved in the provision of guest in-room amenities. • Co-ordinates the procedures involved in guest recognition programs including VIPs. • Co-ordinates the procedures involved in room rates implementing changes when necessary. • Conducts periodic checks on villas and public areas to monitor standards of maintenance and Housekeeping. • Liaises with Engineering to ensure swift response to room maintenance and problems solving. • Oversees the Library, ensuring adequate supply of books, magazines and daily herbal teas are set up as a relaxation room for hotel guests. • Ensures accurate and up to date information is available including tours and sightseeing and makes the necessary bookings. • Ensures that all guest billing procedures are handled correctly, minimizing rebates. • Liaises with the transportation company to ensure efficient guest transfers and up to standard of service required. • Liaises with Sales Offices and Reservation Offices to maximize business opportunities and ensure efficient handling of room reservations. • Prepares, monitors and controls the hotel’s annual Front Office budget. • Maintain efficient administration within the department preparing and submitting operational reports on time. • Ensures that employees are selected, trained, evaluated, and rewarded in compliance with existing employee management systems. • Coaches, counsels, disciplines, and develops subordinate employees. • Contributes to the morale and team spirit of the hotel by maintaining effective relationships with hotel colleagues. • To complete and perform any additional duties as requested by the Director of Rooms / Executive Office. • Stays current with developments in the field of Front Office and makes appropriate suggestions and recommendations to the Complex General Manager. • Is fully conversant with all health, safety, fire and emergency procedures. • Maintains a high standard of personal hygiene, dress, uniform, and body language. • Is polite and professional in any situation where the image or reputation of the hotel is represented. • Attends meetings and training as required by the Complex General Manager. • Ensure that all activities are carried out honestly, ethically, and within the parameters of local Law. Report directly to the General Manager REQUIREMENTS: • Bachelor's degree in relevant position • Minimum 2-3 years' experience in management in Hospitality business • Exceptional computer skills, • Excellent customer service and interpersonal skills • Outstanding phone and email etiquette • Able to communicate in English both Speaking, listen and written • Able to motivate the team and lead by example.

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