Front Office Manager
Reports to: General Manager, Deputy General Manager
Scope and Purpose of Position
To ensure the day-to-day operations are carried out in line with the department and hotel standards, providing quality service to our guests in accordance with statutory, health and safety requirements.
Responsibilities
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➢ Ensure that the Department operates in a guest focused manner; always striving to exceed guest expectations thereby building customer brand and loyalty.
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➢ Fully understand and operate the Property Management System and ensure it is used to maximum effect.
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➢ Welcome and check in all guests with the minimum of delay and with the highest level of hospitality being extended.
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➢ Ensure telephone is answered in a professional manner at all times and that all calls are transferred correctly.
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➢ Allocate correct accommodation to arriving guests in accordance with allocation guidelines with special attention to VIP and Regular guests.
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➢ Ensure all guest details are accurate i.e. name, address, rate, credit card details and special requests.
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➢ Ensure each guest receives a call back to ensure satisfaction.
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➢ Ensure all guest profiles are recorded accurately.
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➢ Ensure all guest requests are met and followed up throughout their stay.
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➢ Ensure all guest bills are presented and processed accurately and efficiently.
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➢ Ensure cash and credit card transactions are carried out accurately and in line with the standards
of the Hotel.
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➢ Ensure all guests are checked out with the minimum of delay and that any complaints / queries /
feedback are actioned immediately or passed on to the appropriate department.
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➢ Take room reservations as and when needed in accordance with the standards and rate
guidelines of the Hotel.
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➢ Maximize hotel revenue through maintaining rates and up-selling both at the hotel and on all
online channels.
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➢ Ensure the Front Desk is never left unattended.
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➢ Be completely familiar with location of all guest rooms and meeting rooms and facilities offered
in each room.
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➢ Be completely familiar with all F&B Outlets in the hotel and the menus / services provided by
these departments.
JOB DESCRIPTION
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➢ Use every opportunity to promote the facilities and services of the hotel
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➢ Familiarise all guests with hotel facilities and opening times at check in.
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➢ Assist guest in the booking of taxis.
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➢ Maintain clear communication with all departments of the hotel.
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➢ Ensure all Front Office administration duties are completed at the end of each shift.
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➢ Ensure the department performs all standards in accordance with the SOP Manual.
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➢ To ensure hotel standards are achieved at all times.
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➢ To assist in implementing company human resources policies including but not limited to
recruitment and selection, grievance and discipline, performance appraisal, communication and
reward management
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➢ To communicate effectively at all levels, including attending management meetings
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➢ To manage, motivate and train employees within the department thereby ensuring a high
standard of service/control in all areas to include both the day team at reception and Night team
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➢ Tour group sales and negotiation in conjunction with the Sales & Marketing Manager
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➢ Yield Management in conjunction with the Sales & Marketing Manager
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➢ Segmentation Management in conjunction with the Sales & Marketing Manager
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➢ Corporate Rate build in conjunction with the Sales & Marketing Manager
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➢ Accidents and sickness to be reported as per company policy
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➢ Hold monthly departmental meetings with your department
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➢ To be fully aware of budgeted and actual department targets.
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➢ To produce rosters ensuring effective staffing levels within budget and review on a daily basis, overtime, rotas, holiday requirements and absenteeism
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➢ To react to changes in business levels to ensure department costs and expenses are controlled
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➢ To implement company procedure in the event of fire or emergency
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➢ To implement and maintain hygiene standards as set out by the Company
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➢ To adhere to company Health and Safety policy and current Health and Safety legislation
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➢ To be fully aware of and adhere to security procedures laid down by the hotel and company
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➢ To report any problems re: failure of machinery and small equipment to the Maintenance
Department and to follow up and ensure the necessary work has been carried out
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➢ To take part in company internal and external training as required
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➢ To carry out any reasonable requests by Management / Company
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➢ Report daily operating issues to Management
Good level of English speaking.
Willingness to relocate to Ireland.
Minimum of 4 years of experience in this filled.