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Front Office Manager
7 months ago
Administration - Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual. - Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary. - Represents the Rooms function on the Resort's in the absence of the Director of Rooms Customer Service - Ensures that all Front Office / Guest Service Centre / Recreation employees deliver the brand promise and provide exceptional guest service at all times. - Ensures that Front Office / Guest Service Centre / Recreation employees also provide excellent service to internal customers as appropriate. - Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Assistant Manager. - Ensures that all Front Office / Guest Service Centre / Recreation employees are aware of current promotions, policies and other important information. - Ensures that all Front Office / Guest Service Centre / Recreation employees are familiar with the Resort’s products and services. - Implements consistent guest recognition programmes and maintains a relevant guest history database. - Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Customer Service (continued) - Maintains positive guest and colleague interactions with good working relationships. - Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out. - Spends time in Front Office during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise. - Ensures that guest history records are accurately maintained and all repeat guests are pre-registered. - Ensures Rooms Division meets the Resort’s targets. Financial - Maximises 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. - Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators. - Maximises rooms’ sales and revenues for the Resort through appropriate yield management, upselling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office / Guest Service Centre / Recreation employees. - Assists in monthly reforecast, as appropriate. - Assists in the preparation of the Annual Business Plan. - Ensures that all Resort, 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. Marketing - Assists in weekly yield and revenue management meetings, as necessary. - Assists in the preparation, utilisation and update of an annual Marketing Plan. Operational - Monitors rooms’ standards in general, working through the respective Head of Department to take corrective action where necessary. - Conducts frequent and thorough inspections of guest rooms and rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office. - Ensures the strict control of room keys. - Assists in securing external guest accommodation in overbooking situations. - Ensures that public areas are clean and up to standard. - Ensures 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. Operational (continued) - Ensures that all V.I.P. and long stay guests are met on arrival by an Assistant Manager. - Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance. - Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. - Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the Resort and the satisfaction of Resort guests. - Ensures that the Front Office / Guest Service Centre / Recreation employees work in a supportive and flexible manner with other departments. - Ensures that all guest details are entered correctly in accordance with the principles of clean data. Personnel - Recruits and selects all Front Office / Guest Service Centre / Recreation employees. To follow Resort guidelines when recruiting and use a competency-based approach to selecting employees. - Oversees the punctuality and appearance of all Front Office / Guest Service Centre / Recreation employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to
