Front Office Hotel Manager

Vision and Mission:

The hotel's vision is to provide exceptional guest experiences and create a positive impact on the community. The mission is to ensure that every guest feels valued, heard, and well cared for during their stay.

Key Responsibilities:

• Develop and maintain a thorough understanding of the hotel's target audience and drive sales growth within the Front Office team.
• Ensure all staff members are punctual and present themselves in uniform at all times.
• Stay informed about VIP and Group arrivals and departures, and prepare accordingly to deliver exceptional service.
• Utilize company time efficiently and communicate effectively with other departments to achieve seamless collaboration.
• Familiarise yourself with general operations of each department to ensure effective communication and assistance.
• Assist any department when needed, promoting a sense of teamwork and camaraderie.
• Maintain a high level of service quality, ensuring all staff understand and implement hotel service values.
• Actively promote hotel features, promotions, and facilities to guests and visitors, enhancing brand awareness.
• Greet guests and visitors professionally and positively, creating a welcoming atmosphere.
• Present and act as the face of the hotel, becoming an ambassador for excellence.
• Manage the hotel complaint system and rectify guest requests or issues promptly and efficiently.
• Record relevant information in the duty log for future reference and improvement.
• Develop and implement strategies to facilitate efficient and effective staffing, achieving financial and service quality targets.

Additional Accountabilities:

• Present yourself as the custodian of the hotel in the absence of the General Manager, empowered to address issues and report necessary information.
• Be responsible for the safety, security, and condition of the hotel, staff, and guests.
• Ensure effective leadership and human resource management to deliver a better product to customers, better development prospects for teams, better conditions for staff, and better results.
• Exhibit a high level of productivity at all times, monitoring morale and addressing any problems.
• Maintain an environment of positive culture and constant improvement.
• Assist in developing and implementing training, particularly structured on-the-job training.
• Help reduce staff turnover by establishing and implementing strategies.
• Ensure employees adhere to staff handbook guidelines for presentation, grooming, and punctuality.
• Effectively communicate with all departments of the hotel.
• Direct and supervise Front Office personnel.
• Participate in Front Office communication, meetings, and training sessions.
• Update staff portfolios and training checklists to document training aspects for appraisals.
• Adequately secure the hotel at all times.
• Lead the hotel during crisis management action plans and handle, record, and report incidents.
• Comply with company policies and procedures.
• Promote a culture that values effective and proactive WH&S management.
• Ensure managers and supervisors maintain neat, clear, and functionally operating departments.
• Manage and maintain hotel assets in all areas, protecting their long-term investment value.
• Ensure the hotel is a safe environment at all times.
• Be fully conversant with the hotel's computer system.
• Have complete knowledge of fire and evacuation procedures.
• Use safe practices when performing tasks, adhering to the Work, Health and Safety Act.
• Provide input into relocating guests when the hotel is overbooked, minimising damage to hotel goodwill and reputation.
• Provide leadership to all hotel personnel.
• Ensure all staff attain the highest standard of professionalism.
• Undertake duty shifts as required by the General Manager.
• Manage Front Office machinery to achieve maximum efficiency and guest service.
• Deal with suppliers positively, assertively, ethically, and in the Company's best interests.
• Be responsible for hotel float and tills, issuing hotel staff keys, hotel security, and reporting incidents and hotel statistics.
• Ensure expenditure is approved by the Front Office Manager and General Manager.