Front Office Manager

Overview
Title:
Front Office Manager
Position Overview:
To co-ordinate and oversee the running of the hotel in the absence of the General Manager with particular emphasis on assisting the management of operations within Front Office, monitoring hotel security and maximising the profitability of operations.
Vision
Our Vision is to be leaders in creating experiences and properties that escape the ordinary.
Purpose
is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.
Goals
Growing revenue above market
Business transformation
Values
Empowerment: We make it happen
Possibilities: We evolve and innovate
Community: We make the connection
Key Accountabilities
To ensure solid understanding of Our Target and drive with Front Office team
To ensure all staff present themselves on time and in uniform
Efficient and productive use of company time
Effective organisational communication with other departments
Effective planning for projects and events
To ensure all departments are adequately staffed
To develop (in conjunction with General Manager and Sales Manager) a range of products that differentiates the hotel in the market place, ensuring occupancy and average rate is maximised
To be aware of VIP and Group arrivals and departures and that all preparations are made for them
To ensure a high level of service is maintained with all staff understanding and implementing the Hotels service values
Look for new opportunities and optimise opportunities to change for improvement
To manage the hotel complaint system
To perform the function of Manager on Duty
To ensure Front Office and Reservations Departmental rosters are as cost effective as possible
To ensure a clear and comprehensive handover occurs with the Duty Managers and Night Manager before their shift is completed
To manage the daily operations of the Front Office and Reservations Departments
This position description is not an exhaustive list of tasks that may be required. All other reasonable requests or duties may be required to be performed from time to time
Demonstrate and develop knowledge of the local/market to enhance Company's performance and results
To liaise with Duty Manager and Revenue Manager daily regarding occupancies to ensure average rate is maximised. Re-worded as we do not have a Revenue Manager or Duty Manager to: To maximise average room rate and occupancy through constant liaison with key departmental personnel and employees to ensure maximum rate and occupancy is achieved
To ensure that the average rate and occupancy is maximised
Cultivation of a sales culture maximising up-selling and on-selling techniques
To ensure that department expenditure is controlled within set targets
Direct costs including but not limited to consumable, printing & stationary, stock control, energy, uniforms, replacements and other expenses are monitored and controlled and in line with budgeted guidelines
To be totally knowledgeable with regard to current room rates and yield management strategies
To establish accounting and financial controls in conjunction with the Financial Controller and or General Manager. To ensure all cashiering policies and procedures are followed and constantly reviewed to ensure any accounting or financial risks are at a minimum or eliminated where achievable
To assist with the hotel accounts receivable
To roster staff cost effectively. To ensure that strategies and practices are in place to facilitate the efficient and effective staffing of departments such that financial and service targets are achieved
All salary agreements are in accordance with Event Hospitality guidelines
Effective use and monitoring of overtime, annual leave, days in lieu, staff breaks and other staff entitlements
To prepare monthly reports as required by the General Manager or Financial Controller
To consistently deliver products and services that meets the quality, standards and expectations of guests
To achieve a reputation as the market leader in accommodation, products and a emphasis on Customer service
Customers
The cultivation of an environment where positive service culture is paramount. To create a sense of welcome and service spirit within the Front Office team
To review guest feedback on a daily basis including all social media, written and verbal. Utilising feedback for team training and service development
Effectively communicating and logging feedback received
Ability to anticipate problems and take effective action achieving resolution. Proactively resolving guest requests and issues in a timely manner
To achieve a level of service quality that consistently meets & exceeds the expectations of guests & staff
To have a high profile in the foyer giving special recognition to regular guests
To be supportive and actively involved in service development
To create, nurture and develop service ethics and culture for Front Office and Reservations employees
To conduct 3 month probationary period evaluation and annual performance appraisals
Performance appraisals are used for effective counselling and exit strategy for non-performing team members
To ensure that strategies and practices are in place to facilitate the efficient and effective staffing of departments such that financial and service quality targets are achieved
To establish and implement training with particular emphasis on structured on job training
Constantly assess training needs of staff and implement or update training manuals
Promote and maximise development opportunities with property transfers within Event Hospitality
To ensure Department inductions for new staff are completed
To ensure job descriptions are available for new employees
To recruit front office and reservation employees
To effectively communicate with all Departments of the hotel
To conduct regular front office/reservations meetings with all team members
To develop and implement strategies to reduce staff turnover
To ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctuality
To effectively communicate with all departments of the hotel
To direct and supervise all Front Office personnel
To conduct Front Office communication, meetings and training sessions
Adequate security procedures are in place at all times
Compliance of company's policies and procedures
Promote a culture that values effective and pro-active WH&S management
Corporate Assets and Corporate Image
To manage the hotel assets. To protect their long term investment value
To manage Front Office machinery to ensure that maximum efficiency is achieved and guest service is not affected
Dealing with all suppliers are positive, assertive, ethical and in the Company's best interests
To have a complete knowledge of fire & evacuation procedures as per Procedures Manual
To use safe practices in performing all tasks as per Work, Health and Safety Act
To obtain the necessary resources to enable improvements in the physical layout of all public areas to ensure that public areas are presented in the best possible manner
To ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctuality as per handbook and departmental guidelines
To ensure that all public areas are always clean and well maintained
To provide input into the decision of relocating guests when the hotel is over booked with minimum damage to hotel goodwill and reputation
To provide leadership to all hotel personnel. All staff must attain the highest standard of professionalism
To effectively undertake any duty shifts as required by the General Manager
Authorities
Front Office Manager has all authority needed to achieve the above outcomes, the only limitations being:
All expenditure must be approved by the Rooms Division Manager/Executive Assistant Manager or General Manager, prior to commitment
All capital / sales and marketing expenditure must be approved and purchase order co-signed by the General Manager prior to commitment
Non capital expenditure, refer to hotel purchasing policy
All proposed employee terminations must be discussed with the General Manager before actioning
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