As Front Office Manager, you’ll choreograph
every moment of our guests stay. Motivating your team to deliver outstanding
hospitality that sees them return time and again.
Responsible for both Reception and Night
teams, you will oversee every aspect of the Front Office team’s duties: from
welcome to ongoing guest relations. In fact, you’ll train your whole team to
deliver truly exceptional service. You’ll bring a calm head and natural flair,
and in return, well offer you an extraordinary career.
You will:
. Ensure all department Health and Safety
procedures are implemented and all team training is conducted.
·
Be aware of your responsibility for the
security of guests and hotel property.
·
Complete all company and brand training and
ensure the team do likewise.
·
Ensure all brand standards are understood and
followed in order to pass the required compliance audits.
·
Ensure all key metrics of hotel and department
performance are understood and actions put in place to achieve annual targets.
·
Become an IHG Hotel Experience Champion,
complete all necessary training and attend calls and implement actions as
required to achieve the key measurements.
·
Assist all guests in a sincere and courteous
manner, wherever possible going the extra mile to ensure guest satisfaction.
·
Anticipate guests needs where possible and
react to those needs to enhance guest satisfaction.
·
Deal with guests promptly upon arrival and
departure, as per company standards for check-in and out procedures.
·
To be fully conversant with the facilities,
services and promotions offered by the hotel and brand and whenever appropriate
offer this information to the guests.
·
To carry out, reviews and updates where
appropriate, all Reception and Night procedures.
·
Ensure that the team are punctual, polite and
courteous and helpful to guests and colleagues at all times.
·
Ensure
that the reservations are carried out to company standards and to
maximise revenue by following rate level management principles and upselling
when there are opportunities.
·
Ensure
that the team performs all guest accounting functions according to the hotels
policies and procedures and adheres to the company’s credit policy.
·
Ensure
all guest accounts are complete and accurate.
·
Ensure the team’s professional appearance and
manner to all visitors, resulting in positive PR both internally and
externally.
·
Prepare, check and monitor department
forecasts and rotas to ensure they are in line with set budgets and meet the
service and business needs.
·
Order and purchase departmental supplies,
carry out monthly stock takes and action any discrepancies in line with company
standards.
·
Maintain financial awareness and understanding
of how the role impacts on the hotel’s profit and loss account and the
company’s business as a whole.
·
Control department’s costs through correct
storage and distribution of supplies.
·
Carry out Duty Manager responsibilities in
order to support the hotel’s business needs.
·
Communicate and share knowledge with other hotel
departments.
·
Liase
with the Operations Manager and General Manager to review guest feedback and
respond accordingly as necessary.