Front Office Manager

RELATIONSHIPS

• Reports directly to and communicates with the Hotel Manager on all pertinent Front Office matters affecting guest service.
• Supervises Front Office operations personnel.
• Interacts with guests as well as individuals outside the hotel including but not limited to travel industry representatives, competitors, labor relations representatives, suppliers, contractors and other members of the local community.
• Cooperates, coordinates and communicates with other department heads as requested.

DUTIES AND RESPONSIBILITIES

• Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Monitors Front Office personnel, and particularly Guest Relations personnel, to ensure SCC members, known repeat guests and other VIP’s receive special attention and recognition.
• Promotes Inter‑Hotel sales and in‑house facilities and monitors Front Office Marketing techniques in line with FIT Marketing Program.
• Informs other operating departments, notably Housekeeping and Sales of Front Office matters that concern them.
• Establishes and maintains effective Member relations.
• Conducts such functions as interviewing, orientation, hiring, performance appraisal, counseling, coaching, training and suspending if necessary to ensure appropriate staffing and productivity. Consults with department heads, Human Resource, Hotel Manager and General Manager as appropriate.
• Identifies training needs, develops formal training plans and implements training sessions.
• Assumes overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained.
• Schedules and regularly conducts routine inspections of areas under his/her control.
• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental Members.
• Conducts comprehensive monthly departmental meetings to include a review of procedures and events, which warrant special handling and detailed information.
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