What are the responsibilities and job description for the Front Office Manager position at Kalyan Hospitality LLC?
Front Office Manager is responsible for supervision of the front office and complimentary breakfast/social where applicable, operations and personnel, including front office clerks, host/hostess, breakfast attendant, and night auditors, ensuring that there is an atmosphere of good public relations towards guests.
ESSENTIAL FUNCTIONS:
Recruit, hire, train counsel and motivate department personnel.
Actively supervise department personnel with authority to issue oral and written warnings and reprimands when policies and procedures have been violated or to document poor work performance, and to discharge employees, with approval of the General Manager.
Strictly adhere to brand standards and requirements.
Conduct all department performance appraisals.
Participate in department expense and labor budgeting preparation.
Schedule personnel within budget guidelines to assure adequate staffing.
Develop department employee attitude of attentiveness and anticipation of guest needs.
Ensure guest special requests are fulfilled.
Ensure proper delivery of guest services as directed by the General Manager.
Assist the General Manager in resolving guest complaints concerning the Front Desk or billing inquiries which include 3rd party/ OTA complaints.
Monitor posting of guest charges to minimize lost revenue.
Coordinate waitlisted reservations with Sales Department.
Monitor suite availability and develop the hotel?s yield management system with General Manager and Director of Sales or sales manager, to maximize room/suite revenue.
Update availability from cancellations and arrival and departure date changes.
Ensure an effective cash control system is in place and that all credit card and check cashing policies are followed.
Maintains procedures for security of monies, guest security, and emergency procedures.
Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
Provides a professional image at all times through appearance and dress.
Follows company policies and procedures and is able to effectively communicate them to subordinates.
Maintain A/R billing with GM approved accounts.
Maintain inventory for the hotel sundry shop and reorder as necessary.
Responsible for the administration of key control procedures.
Ensure proper procedures for guest safety deposit boxes.
Educate department personnel on emergency procedures, safety precautions, and safe work habits.
Ensures Safety Board is updated with appropriate monthly theme.
Drive defensively and safely when driving the hotel van. Wear your seatbelt at all times. Use the van only for company business.
Promote good employee communication through department meetings, employee feedback, oral and written communication, and proper training.
Participate in weekly Sales, Revenue, and Staff Meetings.
Fulfills manager on duty shifts
