Front Office Manager
TIME Asma
Total des années d'expérience :11 years, 9 Mois
Pre-opening team
Prioritize and delegate daily work responsibilities to front desk staff.
Train and guide front desk staffs to provide quality customer services.
Manage staffing schedules, shift changes, payrolls, and labor costs.
Resolve guest issues and enquiries to ensure guest satisfaction.
Schedule front desk meeting to identify and resolve operational issues, accounting variances, and housekeeping discrepancies.
Develop and implement strategies for bell desk, front office and parking.
Ensure that facility is maintained clean, neat, safe and secure.
Ensure that employees are properly groomed and dressed.
Identify process improvement to achieve financial and service goals.
Plan shift schedule and duties based on business forecast.
Supervise the billing and cash processes to ensure compliance with company standards.
Provide feedback to the team members on their performances and improvements.
Assist in preparing yearly operating budgets, capital expenditure and manpower budgets.
Monitor and control expenses within the allotted budget
Provide upscale guest service experiences for clients throughout their stay
Ensure clients are properly greeted upon their arrival
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
Coordinate luggage collection and storage
Oversee check-in and check-out procedures, including reservations and financial transactions
Promptly address guests’ requests, like in-room dining
Actively listen to and resolve complaints
Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
Inform clients of our hotel services, including breakfast and dining options
Promote all hotel amenities, conveniences and programs offered
Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
Appraise team’s performance and produce regular reports
Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
Examine daily duties, assign tasks and check on progress
Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with regular hotel clients
Work with management to assess and improve processes and policies
Monitor and report on revenue and cash flow
Uphold and enforce company policies
Train new hires
Address employee complaints or performance issues as needed
Check in with employees regularly to determine satisfaction
Schedule shifts
Help management create the department’s budget
Address customer issues and complaints
Schedule regular maintenance and cleaning of facilities
Meet regularly with upper management to stay informed on company issues
Oversee security of the facility
· Plans and supervises the day to day operations of the reception section and lobby which
are related to the arrival and departure of guests, including the room sales, room
assignments, groups and room registrations.
· Coordinates and monitors the work of the direct subordinates and verifies that all front
office agents are well groomed.
· Handles guest requests and complaints in a polite and efficient manner, gives further
instructions to the relevant staff if needed to ensure customer satisfaction.
· During peak period provides help and support to the front office agents with check in,
check out and guest requests.
· Coordinates with various departments to ensure all information on guests are accurate
such rate, room type, billing and oversees the guests´ specific requirements.
· Ensures incoming guests are given the highest possible personal service.
· Maintains effective communication with all related departments to ensure smooth service
delivery.
· Receives guests in a professional and friendly manner, satisfying guest expectations from
arrival till departure.
· Using computerized Front Office systems, process accounts from check-in through to check-
out, ensuring accurate posting of food and beverage and ancillary charges.
· Promotes the hotels outlets and special events at all times.
· Deals swiftly, efficiently and sensitively to guest complaints and follows through.
South-West University