front office manager
فندق جافرنر ويست باي سويتس اند ريزيدنس
Total years of experience :18 years, 11 Months
مدير إدارة المكاتب الامامية, المتابعة لعمليات وصول النزلاء
و التأكد من رضاهم عن مستوي الخدمة المقدمة . تدريب الموظفين لرفع الكفاءة في العمل .
In the absence of Front Office manager or Resident Manger take charge of the operations of Front office Department. Primarily reporting to Front office manger or EAM Rooms. Ensures guests have a smooth running stay at the hotel.
As the Assistant Front Office Manager, one should act as the bridge between the front and the back office. While coordinating the operation, you will also ensure that all guests experience a fantastic stay
ASST FOM DUTIES AND RESPONSIBILITIES:
Customer Satisfaction (Guest Feedback, Social Media Review).
Financial Performance (Up selling, Room Revenue, Operation Auditing).
Showing Initiative, Problem Solving, Staff Training, Team Leading.
Manages and motivates the Front Office team in order to provide a high standard of service for customers.
Welcomes guests and fosters customer loyalty through his/her friendly manner.
Develops high quality relationships with guests throughout their stay.
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
Provide high level of customer service and maintain a high profile in the day to day front office operations.
Ensure that personalized service is offered to each and every guest.
Ensures that the pricing policy and internal audit procedures are duly applied.
Supervises the management of debtors, group and individual guest invoicing and cash operations.
Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
Prepare monthly and daily revenue report and circulate to all HOD's.
Prepare Room revenue and occupancy forecast take action on rate strategies.
Is involved in recruitment of new team members for front office.
Integrates and trains employees, providing support for skills development.
Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
Ensures that the workplace remains clean and tidy
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
Have a good knowledge of all systems and standard operating procedures of front office.
Ensures that guest documentation and information is available and up-to-date.
Night Manager will represent the Management during the night. The Night Manager also assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures.
The Night Manager provides leadership and support to all members of the Front Office and enforces the Hotels Standards of Excellence in all areas supervised.
NIGHT MANAGER DUTIES AND RESPONSIBILITIES:
Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.
Conduct Breifing for all staff during Night Shift.
Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
Maintain a professional and high quality service oriented environment at all times.
Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.
Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay.
Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselings and evaluations and delivering recognition and also reward.
Ensure the accurate completion of the daily night audit in a timely fashion.
Must be able to perform the full night audit if needed.
Oversee preparation of daily summary reports.
Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.
Should Show Initiative, Problem Solving, Staff Training, Team Leading.
Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
Be aware and able to enforce all fire-life-safety procedures.
Remain current in all updates with regards to new procedures and training.
Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.
supervision for all work in Reception Follow up for all orders Contact With Guest And communicate with all
Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
Prepare monthly and daily revenue report and circulate to all HOD's.
Prepare Room revenue and occupancy forecast take action on rate strategies.
Is involved in recruitment of new team members for front office.
Integrates and trains employees, providing support for skills development.
Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
Ensures that the workplace remains clean and tidy
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
Have a good knowledge of all systems and standard operating procedures of front office.
Ensures that guest documentation and information is available and up-to-date department in the hotel to make the guest satisfied.
Represents the hotel to the guest throughout all stages of the guest's stay. Determinates a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.
Register guests and assigns rooms. Accommodates special requests whenever possible.
Assists in preregistration and blocking of rooms for reservations.
Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
Understands room status and room status tracking.
Knows room locations, types of rooms available, and room rates.
Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
Knows the location and types of available rooms as well as the activities and services of the property.
Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early chek-ins, special requests, and day use rooms.
Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
File room keys ( only for manual room key hotels)
Knows how to use front office equipment.
Process guest check-outs.
Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
Follows procedures for issuing and closing safe deposit boxes used by guests.
Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
Uses proper telephone etiquette.
Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.
Uses proper mail, package, and message handling procedures.Courier Mail Register
Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
Attends department meetings.
Reports any unusual occurrences or requests to the manager or assistant manager.
Knows all safety and emergency procedures, Is aware of accident prevention policies.
Maintains the cleanliness and neatness of the front desk area.
Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
جيد جدا