Job Purpose/Mission 

To supervise all front office personnel directly and ensure proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budgets for the front office department.

Duties &  Responsibilities

• Trains, cross–trains, and retrains all front office personnel.
• Participates in interviewing and the selection of front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance of each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manager and passes on pertinent details to the incoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings with front office personnel.
• Wears the proper uniform always. Requires all front office employees to wear proper uniforms always and adhere to grooming standards
• Prepare performance reports related to the front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyst rate variance, monitor credit reports, and maintain close observation of daily house count. Monitor the selling status of the house daily.
• Monitor high-balance guests and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, always, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain required parts of all front office and stationery supplies.
• Review daily Front Office work and review reports generated by Night Audits touching on the department.
• Review the Front office log book and Guest feedback forms on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of billing, vouchsafing, schedules, forecasts, reports, and tracking logs.
• Supervise the activities and the service levels of the Front Desk, Concierge/Porters.
• Monitors the Front Office employees to make sure all guests receive prompt and personal recognition
• Promote the basic habits of smiling, greeting a guest by name, and thanking guests.
• Ensure that check-in procedures are strictly adhered to and that the correct guest details and charge-out details are obtained from each guest.
• Oversee the VIP guest process including, but not limited to, reviewing VIP  reservations, inspecting cleanliness/ amenities in VIP rooms and ensuring smooth check-in/check-out
• Ensure that all charges are correctly entered on the guest`s bill and that this is up to date at all times.
• Ensure that accounts are balanced daily by checking and approving all cashiering paperwork and supervising shift take-over and handover procedures.
• Co-ordinate with the Housekeeping and Reservations departments, for all arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner
• Assist in the monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
• Ensure that luggage is delivered to and collected from rooms speedily.
• Ensure that inquiries, messages & and bookings are dealt with courteously and efficiently.
• Assist in the development, implementation, and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to information obtained.
• Resolve guest dissatisfaction by investigating, evaluating, and settling complaints; following up with guests; personally, resolving difficult situations
• Prepare and conduct briefings/meetings.
• Ensure sufficient front office supplies always.
• Conduct daily pre-shifts to communicate activities and /or special information/resolve issues/train staff.
• During check-in and check-out, meet and greet guests who may be waiting, and offer immediate assistance to avoid any delays to ensure the highest standards of guest care and attention.
• Ensures all records and documents are maintained as per standards laid down by the management
• To control group and individual reservations to ensure maximum occupancy
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Ensure that luggage is delivered to and collected from rooms speedily.
• Ensure that inquiries, messages & and bookings are dealt with courteously and efficiently.
• Coordinate the preparation of duty rosters and ensure all shifts are manned in relation to the amount of work.
• Ensure that always, all staff in the department are always correctly and smartly dressed as per grooming standards.
• To ensure that newspapers and parcels are delivered to rooms without delay.
• Ensure that incoming and outgoing telephone calls are handled promptly and courteously
• To carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are actioned without delay.
• To hold regular performance appraisals with all junior staff, identifying areas for development and training needs and ensuring that this training is affected.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies, and knowledge of the local area and events.
• Assist in the recruitment and interviewing of team members
• Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Acts as the manager on duty in the hotel when senior managers are not available.
• Responsible for the proper functioning and revenue generation of the business
• Responsible for the travel desk team in terms of guest transfers, billing, vehicle maintenance, and proper coordination between the front desk team and the travel desk team
• To maintain constant check of service offered to guests to assure continuing expected standard of hotels standard operating procedures.
• To ensure constant follow-up on guest history.
• To send out periodic statistical data to the concerned departments
• Coordinate the preparation of duty rosters and ensure all shifts are manned in relation to the amount of work.
• Ensure the completion and follow-up of new and pending maintenance work in the front office department.
• To comply with the stipulated house rules.
• To comply with any statutory and legal requirement for fire, licensing, health, and safety.
• Managing all RFPs from the Best Western Company office (Head Quarter)
• Responsible for Hotel position and ranking in all online portals, Booking.com, Xpedia, etc.
• Perform other duties as requested by management.

Requirements

• Diploma in Hotel Management/Front Office Management or equivalent
• 3+ years experience in an equivalent role with a rated Hotel
• Exceptional listening and communication skills.
• A polite, engaging personality.
• Commitment to customer satisfaction and service excellence.