As Front Office Manager, you’ll choreograph every moment of our guests stay. Motivating your team to deliver outstanding hospitality that sees them return time and again.
Responsible for both Reception and Night teams, you will oversee every aspect of the Front Office team’s duties: from welcome to ongoing guest relations. In fact, you’ll train your whole team to deliver truly exceptional service. You’ll bring a calm head and natural flair, and in return, well offer you an extraordinary career.
Responsibilities
- Ensure all department Health and Safety procedures are implemented and all team training is conducted.
- Be aware of your responsibility for the security of guests and hotel property.
- Complete all company and brand training and ensure the team do likewise.
- Ensure all brand standards are understood and followed in order to pass the required compliance audits.
- Ensure all key metrics of hotel and department performance are understood and actions put in place to achieve annual targets.
- Become an IHG Hotel Experience Champion, complete all necessary training and attend calls and implement actions as required to achieve the key measurements.
- Assist all guests in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction.
- Anticipate guests needs where possible and react to those needs to enhance guest satisfaction.
- Deal with guests promptly upon arrival and departure, as per company standards for check-in and out procedures.
- Be fully conversant with the facilities, services and promotions offered by the hotel and brand and whenever appropriate offer this information to the guests.
- Carry out, reviews and updates where appropriate, all Reception and Night procedures.
- Ensure that the team are punctual, polite and courteous and helpful to guests and colleagues at all times.
- Ensure that the reservations are carried out to company standards and to maximise revenue by following rate level management principles and upselling when there are opportunities.
- Ensure that the team performs all guest accounting functions according to the hotels policies and procedures and adheres to the company’s credit policy.
- Ensure all guest accounts are complete and accurate.
- Ensure the team’s professional appearance and manner to all visitors, resulting in positive PR both internally and externally.
- Prepare, check and monitor department forecasts and rotas to ensure they are in line with set budgets and meet the service and business needs.
- Order and purchase departmental supplies, carry out monthly stock takes and action any discrepancies in line with company standards.
- Maintain financial awareness and understanding of how the role impacts on the hotel’s profit and loss account and the company’s business as a whole.
- Control department’s costs through correct storage and distribution of supplies.
- Carry out Duty Manager responsibilities in order to support the hotel’s business needs.
- Communicate and share knowledge with other hotel departments.
- Liase with the Operations Manager and General Manager to review guest feedback and respond accordingly as necessary.
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