Front Office Manager

Description

• Reporting to the Director of Operations and/or General Manager, the Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office, Guest Services and Switchboard departments. The Front Office Manager will be responsible to guide these departments in achieving our strategic directions through continual focus and reference to these strategies and our vision. The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed

Duties

Reception

• Ensures that all Front Office Standard Operating Policies and Procedures are adhered to as per brand standards and local standard operating procedures
• Coordinates management of the Front Office department to ensure a smooth operation and the highest level of guest satisfaction
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of Colleague empowerment
• Strong & effective communication with all other departments
• Conducts and participates in monthly communication meetings
• Provides guidance and motivation to the Front Office Team
• Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Accor Hotels
• Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team
• Guides and supports Assistant Front Office Managers and Supervisors to run an efficient front office team, ensuring department rosters, drawn up by the assistant front office managers, are as per operational demand
• Responsible to balance operational, administrative and colleague needs
• Responsible for ensuring consistency in exceeding guest service expectations (Brand related programs, TrustYou scores as a measurement tool)
• Provides passionate direction towards achieving our vision
• Maximizes rooms revenue through participating in yield management group meetings and implementing and supporting agreed upon Revenue Management strategies and practices
• Oversees group business, reviewing and ensuring details of conference resumes are met and serve as a liaison with the conference conveners and conference services
• Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded and lliaising with all key departments to gather the correct information
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching
• Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office colleagues
• Controls and provides feedback on labour and operational expenses
• Produces yearly labour and capital budgets for Front Office
• Develop, implement and maintain new incentives to motivate all front office colleagues so as to maximize hotel revenue
• Ensures effective utilization & productivity of all colleagues through staff planning, hiring, scheduling & adhering to budget
• Effectively maximizes inventory levels during high occupancy/sold out nights
• Adheres to and promotes the Company’s Health & Safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
• Assume Manager On Duty shifts as per roster

Switchboard

• Ensures that all Royal Services Standard Operating Policies and Procedures are adhered to
• Coordinates management of the Royal Services whilst on duty to ensure a smooth operation and the highest level of guest satisfaction
• Guides and supports Royal Service supervisor to run an efficient Royal Service team, ensuring department rosters are as per operational demand
• Provides guidance and motivation to the Royal Services Team
• Establishes and communicates on a daily basis with the Royal Service Team. A strong commitment to Colleague Satisfaction
• Develop, implement and maintain new incentives to motivate all Royal Service colleagues so as to maximize guest satisfaction
• Ensures effective utilization & productivity of all Royal Service colleagues through staff planning, hiring, scheduling & adhering to budget
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching
• Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office colleagues
• Produces yearly labour and capital budgets for Royal Service
• Ensure that all Front Office Standards Operating Policies and Procedures are adhered
• Ensure procedures are being met or exceeded on a daily basis for all Fairmont President’s Club/VIP Guests
• Coordinate the Arrival, Stay and Departure experience to ensure a seamless experience
• Liaise with all key departments to gather the correct information
• Communicate relevant information and special requirements to all departments to ensure the expectations of all Fairmont President’s Club and VIP Guests are exceeded
• Work directly with the Front Office operation to ensure a seamless experience
• Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
• Review arrivals for the next ten days on a daily basis Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
• Assist VIP and high profile Fairmont President’s Club Guests with preparation of activity itineraries and ground transportation when applicable
• Ensure Front Office and Accounting colleagues are aware of special billing arrangements
• Perform pre-arrival communication to VIP and Fairmont President’s Club Guests when necessary to ensure the correct information is obtained
• Contact Guests during their stay and assist with any needs that arise Ensure all billing is correct and delivered the night prior to departure; schedule check out services with Guest Services team
• Review all Fairmont President’s Club /VIP guest incidents and ensure proper follow up is completed with the relevant departments
• Assume Manager On Duty shifts when needed

Human Resource Management

• Screens, interviews and assists in the selection process of all colleagues for Rooms & Safari Hotels in line with the FRHI policies and procedures
• Assess training needs and develops departmental training plans and succession plans
• Assures that effective and professional development activities for experienced staff are planned and implemented
• Identifies colleagues with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Human Resources Department

Employee Relations

• Manages the staffing needs of the department
• Fosters and develops effective employee relations within department
• Establishes and maintains effective internal communications to ensure optimum team work and productivity
• Looks for ways to motivate and challenge employees
• Shows involvement and interest in environmental and social issues by participating in Responsible Business hotel activities

Health & Safety

• Inspects to ensure that all safety, sanitation, energy management, preventive maintenance and other standards are consistently met
• Fully understands the hotel’s fire and emergency procedures and ensures that employees work in a safe manner and they enforce the related procedures
• Ensure compliance with relevant health, hygiene and liquor laws and follow all safety policies

Requisites

• Excellent organizational, follow-through, and communication skills
• Exceptional problem resolution abilities
• Strong positive team and guest interaction skills
• Must be committed to teamwork and achieving team successes
• Enthusiastic, driven, and self-motivated
• Relevant field of work in the Hospitality Industry
• Hotel Management degree or similar
• 3-5 Years of experience in a Front Office Managerial position, especially in the Hospitality industry

Notes

• Only shortlisted applicants will be contacted
• Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent