Front Office Manager

Purpose of Role

Ensuring that all customer-related tasks are dealt with timeously and as per hotel policies and procedures to ascertain positive guest experience. Coordinates and monitors all financial transactions of the club to eliminate revenue loses while making sure that the department runs profitably notwithstanding issues to do with, SHE compliance.

Key Responsibilities

• Accurate consolidation of all revenue activities for the club through checking night audit reports daily to ensure accurate postings to limit revenue leakage and inaccurate revenue reports.
• Co-ordinates the different activities of the Front Office Department and supervises the Reservations, Receptionists, Supervisors in the daily operations to guarantee customers satisfaction and assuming total responsibility of the department.
• Ensures timely and accurate customer service as well as ensuring quick resolution of any guest feedback
• Establishes daily, weekly, and monthly forecast, as well as the statistics key for management decisions such as promotional sales operations, resource allocation, and future planning.
• Responsible for all room inventory and verifies room status thereby eliminating any revenue loss from room misuse.
• Adds significant input in preparation of annual club budget and ensuring control from monitoring revenue statistics.
• Establishes the planning of work periods and vacations of the front office staff, ensuring minimal disruptions to daily operations, attending to all employee requests/enquiries
• Assists in the selection, induction, training development, discipline, motivation, and appraisal for employees in the Front Office department.
• Ensures Risk Assessment and action plans to mitigate risks identified are drawn up and maintained for all Front Office Areas – Reception, switchboard, concierge, reservations.

Qualifications  &  Experience 

• A Degree/Diploma in Hospitality Management
• At least 3 years’ management experience in a hotel or Food and beverage facility.
• Computer literacy and knowledge in property management systems (OPERA, MICROs)
• Have a comprehensive knowledge in culinary skills and food and beverage control.
• Hands on individual with sound communication and leadership skills.
• Possession of a Class 4 driver’s license