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Job Description For Assistant Front Office Manager
POSITION TITLE: Asst. Front Office Manger / FOM / Deputy Front Office Manager

REPORTS TO: General Manager / Resident Manager / Front Office Manager

POSITION SUMMARY:

In the absence of Front Office manager or Resident Manger take charge of the operations of Front office Department. Primarily reporting to Front office manger or EAM Rooms. Ensures guests have a smooth running stay at the hotel.

As the Assistant Front Office Manager, one should act as the bridge between the front and the back office. While coordinating the operation, you will also ensure that all guests experience a fantastic stay.

DUTIES AND RESPONSIBILITIES:

Customer Satisfaction (Guest Feedback, Social Media Review).
Financial Performance (Up selling, Room Revenue, Operation Auditing).
Showing Initiative, Problem Solving, Staff Training, Team Leading.
Manages and motivates the Front Office team in order to provide a high standard of service for customers.
Welcomes guests and fosters customer loyalty through his/her friendly manner.
Develops high quality relationships with guests throughout their stay.
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
Provide high level of customer service and maintain a high profile in the day to day front office operations.
Ensure that personalized service is offered to each and every guest.
Ensures that the pricing policy and internal audit procedures are duly applied.
Supervises the management of debtors, group and individual guest invoicing and cash operations.
Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
Prepare monthly and daily revenue report and circulate to all HOD's.
Prepare Room revenue and occupancy forecast take action on rate strategies.
Is involved in recruitment of new team members for front office.
Integrates and trains employees, providing support for skills development.
Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
Ensures that the workplace remains clean and tidy
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
Have a good knowledge of all systems and standard operating procedures of front office.
Ensures that guest documentation and information is available and up-to-date.
PREREQUISITIES:

Well developed communication and customer relations skills. Highly organized, results-oriented with the ability to be flexible and work well under pressure. Knowledge of Opera / Fidelio / Other world Class Property Management System is required.

EDUCATION:

Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree and/or diploma in hotel or other related field. Computer Knowledge and experience in MS office programs.

EXPERIENCE:

Minimum 2 to 3 years work experience as Assistant Manager or Team Leader - Front Office / Guest Relations in a hotel.

Job Description for Front Office Manager
POSITION TITLE: FRONT OFFICE MANAGER

REPORTS TO: Assistant manager or General manager

POSITION SUMMARY:

Directly supervises all front office personnel and ensures 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 budget for front office department.

DUTIES AND RESPONSIBILITIES:

Trains, cross –trains, and retrains all front office personnel.

Participates in the selection of front office personnel.

Schedules the front office staff.

Supervises workload during shifts.

Evaluates the job performance if 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 manger and passes on pertinent details to the oncoming 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 of front office personnel.

Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.

Upholds the hotel's commitment to hospitality.

Prepare performance reports related to front office.

Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.

Monitor high balance guest and take appropriate action.

Ensure implementation of all hotel policies and house rules.

Operate all aspects of 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, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

Monitor all V.I.P 's special guests and requests.

Maintain required pars of all front office and stationary supplies.

Review daily front office work and activity reports generated by Night Audit.

Review Front office log book and Guest feedback forms on a daily basis.

Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

Perform other duties as requested by management.

PREREQUISITIES:

EDUCATION:

Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.

EXPERIENCE:

Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.

Job Description for Guest Service Manager
JOB TITLE: GUEST SERVICES MANAGER

REPORTS TO: Front Office Manager or General Manager

POSITION SUMMARY:

Oversees all guest services operations, including front desk, reservations, PBX, bell staff, and transportation services to ensure quality and guest satisfaction. Good through knowledge of property management software (PMS) or hotel reservation software.

DUTIES AND RESPONSIBILITIES:

Trains new Guest services department personnel.

Answers letters of inquiry regarding rates and availability.

Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities.

Maintains a detailed knowledge about the hotel's services and hours of operations.

Knows all safety and understands emergency procedures and how to act upon them. Understands accident prevention policies.

Knows cash handling procedures. Files and posts all changes to guest master and city ledger account.

Good understanding about the Property management software (PMS).

Anticipates and intervenes in all incidents of guest dissatisfaction and attepts to satisfy all such guests, within hotel policy.

Do service recovery procedures.

PREREQUISITES:

Education: Minimum two year of college degree. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Minimum one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.