General Scope and Purpose
To be totally customer focused by consistently delivering excellent customer service with an informed, friendly, and effective approach.
To assist with the control, accountability, and ownership for managing the Front Office Department, within the overall policies and controls established by the company and hotel General Manager, ensuring brand values and standards are delivered and budgeted profitability is achieved.
Responsibilities:
Customer Focus:
1. Ensure the department creates a professional impression to customers and team members.
2. Evaluate and act promptly and effectively on customer feedback received through any and all channels to achieve positive and consistent results.
3. Consistently seek ways to improve customer service in your areas of responsibility.
Business Awareness:
1. Be fully aware of budgeted and actual departmental financial targets, including occupancy, average room rates, yield, and revenue.
2. Control payroll costs by allocating labor resources in line with forecasted business levels through payroll management.
3. Manage departmental operating costs in line with forecasted business levels.
Specific Job Accountabilities:
1. Operate the department to ensure effective control and performance with brand requirements and evaluations.
2. Implement, maintain, and constantly improve departmental operating standards.
Growing the Business:
1. Approach sales opportunities positively to maximize sales revenue and exceed budgeted sales targets.
2. Create a selling service culture within the department.
3. Ensure all department team members are sales focused.
People Management:
1. Lead and create a team environment promoting good employee morale and high commitment and pride in the hotel.
2. Maintain effective communication within the team through regular meetings and hotel meetings when required.
3. Assist with the department training plan to meet hotel objectives and develop team members.
4. Carry out quality training and development to meet business needs and support individual development.
5. Ensure all training is recorded, and team members complete company induction, including E-learning, and are coached and appraised regularly.
6. Conduct six-monthly performance reviews with team members and act on feedback per company guidelines.
7. Set clear objectives for team members aligned with the hotel business plan.
8. Assist with recruitment of departmental team members following company procedures.
9. Address unacceptable behavior and performance according to company disciplinary procedures.
Controlling the Environment:
1. Ensure the Front Office department operates effectively daily, meeting company brand standards with attention to detail.
2. Ensure compliance with Fire, Health and Safety, Food Safety, Risk Assessment, Licensing Laws, Disability, and employment legislation, with proper training for team members.
3. Comply with responsibilities under the Regulatory Reform (Fire Safety) Order as detailed in the Fire Safety Management System.
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