Front Office Manager
Rouche Arjaan by Rotana
Total years of experience :12 years, 3 Months
October, 2011 - Present
Front Office Manager
Rouche Arjaan by Rotana - Beirut Lebanon
Specific Duties and Responsibilities:
o To control the availability of rooms and to maximize hotel revenue, as well as responsible for the day-to-day functions of the Front Office, such as handling guest arrival and departure, and information requests.
o Plans and implements the application of availability controls to those market segments, which will maximize hotel room, food & beverage and other revenues where applicable.
o Maintains an organized reservation handling system to easily analyse trends and accurately forecast occupancy.
o Maintains a high performance standard among guest contact staff so they are knowledgeable, friendly and courteous when dealing with the guest.
o Informs the management via reports about the results of trends or guest impressions and problems in the hotel affecting the guest or the operation.
o Works closely with the Housekeeping Department to turn rooms around with a minimum of lost time and to allocate arriving guest in accommodation.
o Participates in decisions involving occupancy goals, marketing strategies, and development of rates.
o Works closely with the Sales Department to determine the most advantageous market segment ratios and to carefully handle groups and conventions upon arrival and during their stay.
o Works closely with Accounts to ensure billing procedures are effective.
o Coordinates with the Human Resources Department to ensure staff training is continuously carried out and proficiency is maintained at all times.
o Maintains control of guest room keys, mail, parcels and need supply.
o Ensures a professional switchboard operation at all time and carried out routine test calls to ensure the standard is as high as possible.
o Setting Plans and Targets to Achieve yearly budget, GOP & increase Guest satisfaction.
o Carries out duty management shifts according to the rota established
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General Responsibilities:
o To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
o To generally promote and ensure good inter-departmental relations.
o To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
o To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
o To adhere to Company and Hotel rules and regulations at all times.
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Occasional Responsibilities:
o To report any equipment failures/problems to the Maintenance Department.
o To pass any maintenance requests to the Maintenance Department.
o To participate in any Training/Developments schemes as recommended by senior management.
o To assist the Duty Manager in any task outlined/detailed by him/her.
o To comply with any reasonable request made by management to the best of my ability.
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Legal Responsibilities:
o To ensure that the standards required by Law and by Management are maintained at all times in the areas specified above.
Assistant Front Office Manager
Specific Duties and Responsibilities:
o Supervises Reception and Reservations personnel to ensure optimum occupancy and average room rate for purpose of maximizing revenue.
o Monitors Front Office personnel to ensure guests receive prompt, warm attention and personal recognition.
o Informs other operating departments, notably Housekeeping of all Front Office matters that concerns them.
o Establishes and maintains effective employee relations.
o Assists Front Office Manager in personal related matters such as interviewing, appraising and consulting.
o Identifies training needs, assists in developing formal training plans and implementing training sessions.
o Inspects frequently for cleanliness and orderliness of the Lobby reception and Cashier’s desk and, VIP rooms prior to guest arrival.
o Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of department employees.
o Provides input to Front Office department meetings.
o Promotes inter-hotel sales and in-house facilities.
o Assists in the preparation of statistical, performance and forecast reports as necessary, to facilitate annual budget and strategic plan preparation and provides management with marketing information.
o Assists in monitoring and controlling, on an on-going basis, department costs to ensure performance against budget.
o Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.
o Analyses and approves discounts and rebates.
o Coordinates with security in the investigation of irregularities and undesirable guests.
o Coordinates with Housekeeping on checking discrepancies.
o Copy reads all reports of all Front Office personnel before submission to the Front Office Manager.
o Controls the room availability in tight situation.
o Assists in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch.
o Escorts VIPs to their rooms when necessary.
o Sees to the accommodation and transportation of overflow guests in cases of full emergency.
o Inspects the lobby including the driveway, valet parking, lobby restrooms, elevators and informs department concerned of findings.
o Acts as Front Office Manager in his absence.
o Ensures all new procedures and policies are communicated and implemented effectively within the department.
o Notifies the Front Office Manager of all operational problems whether related to employee performance/misconduct or procedures.
o Ensures that all Front Office standards are maintained by regular spot checks and observations taking corrective action and retraining.
o Prepares work schedules and store requisitions on timely basis.
o Cooperates in the performance of any reasonable task requested by the management.
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General Responsibilities:
o To promote efficiency, confidence, courtesy and an extremely high standard of social skills.
o To generally promote and ensure good inter-departmental relations.
o To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.
o To demonstrate pride in the workplace and personal appearance at all times when representing the hotel thus identifying a high level of commitment.
o To adhere to Company and Hotel rules and regulations at all times.
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February 2010 - October 2011
Assistant Security Manager
Phoenicia Intercontinental- Beirut Lebanon
January 2009 - January 2010
-Owner Representative (Lebanon, Qatar, Jordan & Egypt)
-Operations Manager
United Holding - Doha Qatar
November 2006 - January 2009
General Manager for 4 subsidiaries of the united holding company,
➢ Worldwide for tents (Tent Rental Company & outside Catering)
➢ Al Fursan rent a car (Car Rental Company)
➢ Solutions (Contracting, Maintenance, Real-Estate and Cleaning company)
➢ Motor Home ( Selling and renting Luxurious Boats and Caravans)
United Holding - Doha Qatar
June 2006 -November 2006
Executive Assistant to chairman
United Holding - Doha Qatar
March 2002 - June 2006
- Acting Duty Manager
-Front Office Supervisor
-Front Desk Shift leader
-Night Auditor
-Operator
-Bellboy
Le Vendome Intercontinental- Beirut Lebanon
January 2001 - March 2002
Banquet Waiter
Phoenicia Intercontinental- Beirut Lebanon
2002-2006 Business & Computer University Commodore Street, Hamra University name changed to be AUL in 2009