Front Office Manager

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
➢ Perform other duties and responsibilities as assigned by the General Manager.
➢ Ensure the Front of House team, work with a sales focused attitude and are aware of sales opportunities within the hotel which will assist with the maximization of revenue
➢ Ensure guest pantry is stocked, reports are completed and orders placed to the General Manager
➢ Ensure up-selling is done to sell higher category rooms
➢ Prompt follow-up of chargebacks
➢ Prompt follow-up of AR
➢ Encourage team to convey lead to sales
➢ Ensure all Front Office personnel are aware of all room revenue targets and Nor1 and are kept informed of performance results.
➢ Ensure reconciliation of 3rd party reports
➢ Ensure reconciliation of IHG reward points
➢ Ensure all non-guaranteed reservations are released at the appointed time.
➢ Adhere to hotel selling strategy by ensuring the use of Opera rate controls.
➢ Actively promote selling and up-selling initiatives at the Front Office.
➢ Ensure you or a senior manager handles all book outs in a diplomatic and professional way.
➢ Ensure a high level of communication is maintained between the Front Office and all other areas of the hotel, particularly HSK.
➢ Supervise day to day operations ensuring standards are adhered to and maintained.
➢ Ensure a consistently high standard of presentation is maintained for both the department and personnel.
➢ Actively solicit customer feedback.
➢ Monitor results from QA, SALT, and all third party websites, implement procedures to enhance results.
➢ Ensure a high level of product knowledge of the hotel and local area.
➢ Actively participate in customer driven events, e.g. dinner socials.
➢ Focus team on hospitality and customer service.
➢ Communicate hotel enrolment targets, implement procedures and motivate team to achieve.
➢ Ensure all Front of House employees are fully aware of the benefits of BestWestern rewards and able to promote these to the customer.
➢ Administer program as per IHG standards.
➢ Ensure regular communication meetings are held within all areas of the Front of House.
➢ Conducts regular meetings within the department (performance review, information, proposals for improvement)
➢ Implement a full training plan within the Front Office to develop all personnel to their full potential
➢ Ensure Job Skills Training (JSP) is followed for all new employees.
➢ Training records must be kept updated and planned training completed.
➢ Conduct Annual Appraisals with all team members as means of motivation and development.
➢ Communicate with the General Manage, key developments of the department.
➢ Actively develop team members skills and performance through coaching and training.
➢ Maintain accuracy of guest profiles.
➢ Adhere to company credit policies to ensure all expected revenues are secured.
➢ Review, maintain and implement systems and procedures as directed.
➢ Ensure daily shift hand-overs are conducted in a professional and constructive manner.
➢ Regularly spot check duty shift checklists to ensure tasks completed.
➢ Review daily reports to ensure system is being maintained as per company policies and procedures.
➢ Spot check registration cards to ensure accuracy of data transfer.
➢ Ensure all close of day procedures and reports are completed as per IHG and company standards.
➢ Adhere to departmental operating expenses as laid out in the plan/forecast.
➢ Compile departmental work schedules and manage departmental payroll in line with budgets.
➢ Schedule annual leaves during low demand periods to maximize payroll savings.
➢ Decide on rebates and price reductions.
➢ Support the General Manager in monitoring and analyzing sales and costs of the department compare these with budget and take corrective measures if required.
➢ Co-responsibility for maintaining the credit policy in the reception area.
➢ Is aware of the joint responsibility for safety in our Hotel and abides strictly by all the safety instructions, especially when operating the machines and equipment.
➢ Behave at all times in such a way as to avoid accidents.
➢ Is able to raise the internal alarms correctly.
➢ Know how to what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats).
➢ Ensure that all front doors and stores belonging to the department, as well as the key cabinet for the whole department, are kept locked at all times.
➢ Know the emergency equipment on the telephone switchboard, how to use it and what to do in cases of emergency.

Job Type: Full-time

Pay: $12.00 - $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 8 hour shift

Experience:

• Hotel experience: 2 years (Preferred)

Work Location: In person

Salary : $12 - $16