Front Office Manager

·  To represent the rooms function on the hotel's Leadership Committee.

·  To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

·  To oversee and assist in the preparation and update of the Front Office Departmental Operations Manual.

·  To ensure that all Front Office associates deliver and provide exceptional guest service at all times.

·  To ensure that all Front Office associates are aware of current promotions, policies and other important information.

·  To ensure that all Front Office associates are familiar with the hotel’s products and services.

·  To implement consistent guest recognition programmes and maintain a relevant guest history database.

·  To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved efficiently.

·  To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

·  To spend time in Front Office area during peak periods to ensure that the area is managed well by the respective team.

·  To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.

 ·  To share Yearly Performance zone metric goals for the Hotel with the Front Office team on a regular basis and make sure the team achieve these targets

  Financial

·  To maximise associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

·  To maximise rooms’ sales and revenues for the hotel through appropriate yield management, upselling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office associates.

·  To assist in monthly reforecasting and to assist in the preparation of the Annual Business Plan as appropriate.

·  To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

·  To assist in weekly yield and revenue management meetings, as necessary.

·  To share monthly room revenue budget/forecast numbers with the team in beginning of each month so the Front office team is focused on meeting the target

Operational

·  To monitor Rooms standards in general, working through the respective Head of Department to take corrective action where necessary.

·  To conduct frequent and thorough inspections of guest rooms and rooms areas in general together with the Housekeeping Manager and other Assistant FO Managers.

·  To assist in securing external guest accommodation in overbooking situations.

·  To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.

·  To ensure that all V.I.P. and long stay guests are met on arrival by an Assistant Manager.

·  To work closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.

·  To respond to the results of the Consumer Audit and ensure that the relevant changes are implemented.

·  To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

·  To ensure that all guest details are entered correctly in accordance with the principles of clean data.

Personnel

·  To assist in the recruitment and selection of all Front Office associates. To follow hotel guidelines when recruiting and use a competency-based approach to selecting associates.

·  To oversee the punctuality and appearance of all Front Office associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

·  To conduct annual Performance Development Discussions with Front Office associates, to support them in their professional development goals.

·  To plan and implement effective training programmes for all Front Office associates in coordination with the Training Manager and Departmental Trainers.

·  To develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.

·  To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.

·  To encourage associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

·  To ensure that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

·  To feedback the results of the Associate Opinion Survey and ensure that the relevant changes are implemented.

·  To ensure that associates have a complete understanding of and adhere to associate rules and regulations.

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus minimum 3 years of Front Office/Guest Service experience including minimum 1 year management experience
• Excellent verbal and written English communication skills and computer literacy is a must. Advanced Russian is desired.
• Proficient knowledge of Opera PMS and OTA channels is to be considered as an advantage.