Front Office Manager
3 weeks ago
Delamar Hotel Collection is seeking a highly skilled and experienced Front Office Manager to lead our front desk team.
Job SummaryThe Front Office Manager will be responsible for overseeing the smooth and professional operation of the front office and front service departments, ensuring exceptional customer satisfaction and maintaining high standards of service.
Key Responsibilities- Departmental Leadership: Direct the actions of the front office team, ensuring seamless and efficient operations, and adhering to established hotel standards and procedures.
- Financial Management: Maintain a departmental budget, operating labor costs, and all other expenses, keeping them in line with approved budget forecasts.
- Staff Scheduling: Ensure that staff scheduling is kept in line with the hotel's daily demands and requirements.
- Room Sales: Maximize room sales by achieving the highest possible occupancy and average daily rate without compromising the guest experience.
- Interdepartmental Collaboration: Interact professionally and efficiently with all other hotel departments to maintain and service guest rooms.
- Guest Room Assignments: Allocate daily guest room assignments, adhering to guest preferences, previous projects, VIP status, or Executive Office requests.
- Training and Development: Formulate a Front Office training plan to identify skills required by team members to meet and exceed established hotel standards and procedures.
- Employee Evaluations: Conduct written Employee Evaluation sessions with all departmental team members for an initial 90-day review and annually after that.
- Deputy General Manager: Deputize for the GM in their absence and assume their responsibilities.
- Guest Satisfaction: Process guest check-in and check-out according to established Standards & Procedures, ensuring total satisfaction is consistently delivered.
- Guest Requests: Ensure all guest requests are properly followed up.
- Credit and Cashiering Policies: Adhere to established hotel credit and cashiering policies.
- Guest Complaints: Handle all guest complaints according to established procedures.
- Emergency Procedures: Be familiar with all emergency procedures.
- Local Knowledge: Be familiar with the local areas, restaurants, and attractions.
- Junior Support: Support junior positions within the department and assist with on-the-job training of duties as required.
- Front Desk Supervision: Supervise the smooth, professional operation of the Front Desk Guest Service Agents, ensuring they perform their duties according to established standards and procedures.
- Room Assignments: Be able to select and change room assignments appropriately as required.
- Guest Payment and Credit Card Information: Ensure that all guest payment and credit card information is accurate and adheres to established hotel standards and procedures.
- Departmental Supplies: Ensure that all departmental supplies are ordered and that levels are maintained, adhering to established hotel standards and procedures.
- Office Administration and Front Office Skills: Proven experience in office administration and front office operations.
- Customer Satisfaction and Customer Service Expertise: Strong customer service skills and ability to ensure exceptional customer satisfaction.
- Communication Skills: Excellent communication skills, both written and verbal.
- Hospitality Industry Experience: Experience in the hospitality industry, preferably in a front office or management role.
- Management Experience: Proven management experience, with a track record of leading high-performing teams.
- PMS OPERA Experience: Experience with PMS OPERA is preferred.
- Multitasking and Prioritization: Ability to multitask and prioritize tasks efficiently.
- Attention to Detail and Problem-Solving: Strong attention to detail and problem-solving capabilities.
- Knowledge of Reservation Systems and Hotel Operations: Knowledge of reservation systems and hotel operations.
- Education: Bachelor's degree in Hospitality Management or related field.
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