Job purpose
Reporting to the Rooms Division Manager, the Front Office Manager is in charge of reception and the switchboard.
To be responsible for welcoming guests and handling any complaints. In doing so, he or she:
- Supervises reservations and the allocation of bedrooms with the Executive Housekeeper
- Monitors the customer accounts and till accounts
- Applies and ensures the application of the sales strategy to maximise occupancy and average room price
- Co-ordinates the reception team, organising its work and schedules
Key responsibilities
- To monitor the quality of welcome extended to guests
- To recruit, train and motivate the members of the his or her team
- To ensure that all hotel standards and procedures are applied
- To manage daily billing and payments
Entry requirements
Skills
- The ability to train and motivate a team
- The ability to be available to work nights, weekends or public holidays
- Sales ability
- Hospitality
- Adaptability: coping with the diversity of customers and their needs
- Self-sufficiency
- Self-control: handling complaints
- Good relationship skills
- Team leadership
- Good memory: remembering guests
- Taking the initiative
- Discretion
Qualifications
- From A-levels to 2 years’ further education or similar in Hotel or Tourism studies
- 4 years’ experience of reception
- Fluency in a second language is an advantage
- Good general level of education
- Significant experience of reservations system