Front Office Manager

Primary Role

Work with Operations Manager to lead and manage all sections of the Front Office Department in order to ensure the highest standards, to duly satisfy all guests' requirements.

Major Responsibilities

• Handle all guest requests and complaints addressed to the Front Desk, and report them to the Front Office Manager
• Responsible for the general booking situation for current and future dates, especially during heavily booked periods
• Understand all policies, procedures and systems used in each sector of the Front Office thoroughly, to be able to conduct decisive supervision to the staff when needed
• Ensure that the various reports required for day to day operation are completed accurately and distributed to the concerned departments
• Select and block the rooms for VIPs and Regular Guests, and coordinate with the Housekeeping Department for proper preparation of these rooms
• Inspect the VIP rooms before arrival time
• Greet the VIP guests in the absence of the Front Office Manager, and escort them to the rooms
• Ensure that credit extended to guests is strictly controlled and that the mode of payment is clearly understood within the limits of the Hotel Credit Policy
• Constantly review the expected arrivals for the day to identify possible no shows in order to maximise room utilisation
• Review all night reports each morning before distribution to ensure accuracy
• Review the no shows from the previous day to ensure that the billing or action taken is appropriate
• Prepare the weekly front office staff roster with the working hours, as well as prepare in advance the vacation plan for the department and submit it to the Front Office Manager