Front Office Operations Manager

2 days ago

Brisbane, Queensland, Australia beBeeOperations Part time $60,000 - $80,000

Job Overview

Manage the daily, weekly, and annual operations of the Front Office department to ensure high levels of hospitality and service. This includes representing property management in resolving guest or property-related situations.

Key Responsibilities:
  • Oversee the smooth operation of the department by monitoring performance against Marriott brand standards and operational demands.
  • Prepare for arrivals by accurately allocating rooms and guest preferences, working with Housekeeping to ensure readiness and requests are fulfilled.
  • Collaborate with Reservations and Revenue Management to maximize occupancy through forward occupancy monitoring and room type bookings adjustments.
  • Process Virtual Concierge requests and monitor their completion.
  • Greet VIP, Platinum, and return guests personally to provide exceptional service.
  • Improve the Frequent Guest Return Program by implementing changes as required and ensuring compliance.
  • Follow up on guest complaints to enhance satisfaction and improve services and operations.
  • Liaise with DOSM to communicate promotions and packages, and work to engage guests from major client bases.
  • Evaluate and optimize revenue through accurate rate management and communication with reservations regarding irregular bookings.
  • Promote upsell opportunities at the front desk and train team members to achieve higher room rates.
  • Ensure adherence to hotel credit policies and monitor them daily.
  • Safeguard all cash and hotel property within the Front Office safe.
  • Maintain the security of hotel keys and keycards, and establish procedures for distribution and collection.
  • Verify the accuracy and completeness of Front Office PM accounts, ensuring timely resolution.
  • Order Front Office consumable stock and oversee cost control measures.
  • Guarantee cashiering accuracy and train associates to adhere to finance standards and audit requirements.
  • Stay updated on industry trends and products relevant to Front Office operations, managing costs and quality for optimal arrangements.
  • Maintain adequate staffing levels and Service standards in line with Marriott Operating Standards.
  • Foster good communication and follow-up with guest requirements and colleagues alike, actively participating in the department head team.
  • Produce the Daily Packet - a newsletter for hotel guests.
  • Implement software upgrades to Front Office systems.
  • Maintain guest profile information for seamless service delivery.
  • Monitor and analyze GSS scores related to Front Office and hotel service.
  • Participate in strategy meetings to design and implement revenue strategies.
  • Analyze and report Front Office results monthly, ensuring data-driven decision-making.
  • Complete wage forecasting and roster analysis to optimize labor expenditure.
  • Contribute to yearly budget and planning meetings for the hotel and Front Office department.
  • Understand financial knowledge, controls, inventory, costs, expenses, and cash handling procedures and policies.

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