Front Office Manager
- Recruiter
- Confidential
- Location
- Birmingham
- Salary
- 24000.00 - 26000.00 GBP Annual
- Posted
- 27 May 2021
- Closes
- 24 Jun 2021
- Sectors
- Admin, Secretarial & PA
- Contract Type
- Permanent
- Hours
- Full Time
JOB PROFILE: Front Office Manager
JOB TITLE: Front Office Manager
HOURS OF WORK: 40 hours per week
WORKING DAYS: 5 days over 7
REPORTING TO: Hotel Manager
Job Overview
To ensure that the highest standards of hospitality and welcome are demonstrated at all times, through the successful management of the front office team. Ensure excellent communication with all department heads and keeping close relations with the Groups and Reservations team. Attend any and all calls, meetings or training opportunities in relation to the front office function. Regulate the successful handover of all reception shifts day and night including the safe handling of cash. Driving the front office's guest engagement, providing support and training to the team on the successful handling of complaints and escalated concerns. Monitor the team and ensure they adhere to all branded requirements regarding guest interaction and presentation of the front office area. Take a lead on uniform standards ensuring that all front office team members are displaying the highest standards to deliver an excellent impression.
Key Responsibilities
* To ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel
* Line management and overall responsibility of both the day and night front office teams
* Be a brand ambassador for the hotel ensuring the desired culture is alive and promoted heavily within the team and hotel
* Carry out frequent quality control checks with the team, including call timings and telephone manor to confirm this is within line with the brand requirements
* Ensure the team drive forward any opportunities to maximise hotel sales and revenue
* Ensure your team are aware of hotel's availability and that every opportunity to maximise room sales is taken
* Ensure your team anticipate guest needs, taking a particular interest in our loyal and regular guests ensuring a positive rapport is built
* Have a full understanding of all branded front office systems and be an expert on navigation and use of the tools
* Ensure communication procedures are effective and efficient on a day to day basis, so that service standards are not compromised.
* Co-ordinate constructively with all internal departments so that policy, procedure and requirements are all adhered
* Establish and maintain strict security procedures within your department, reporting any potential risks to the General Manager.
* Display a pro-active and consistent approach to stock control, cost control and cash control.
* Actively develop positive and effective communication between the reception team and the housekeeping team.
* Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and actively share this with your team
* Accurately assess the needs of the business in terms of staffing etc. providing solutions to identified risks in line with trading levels.
* Actively develop your team's awareness of revenue capture and resolving posting errors and guest queries relating to charges - in order to protect revenues.
* Be actively involved in executing revenue strategies and sales initiatives.
* Ensure recruitment, training, development and staffing levels are as required, whilst demonstrating a management style that is both 'hands on' and strategic.
* To develop interactive customer relations and to be aware of any possible future requirements. To relay such information and ideas to the management team for the enhancement of customer expectation.
* To attend and contribute to all daily/weekly team meetings.
* To build a consensus and negotiate mutually beneficial solutions to problems.
* To carry out Duty Management functions as required.
Required skills and experience:
* Minimum of 1 year experience in a Front Office Management/Supervisory Role
* Ideally from a branded hotel background
* Knowledge of CRM systems is preferred
JOB TITLE: Front Office Manager
HOURS OF WORK: 40 hours per week
WORKING DAYS: 5 days over 7
REPORTING TO: Hotel Manager
Job Overview
To ensure that the highest standards of hospitality and welcome are demonstrated at all times, through the successful management of the front office team. Ensure excellent communication with all department heads and keeping close relations with the Groups and Reservations team. Attend any and all calls, meetings or training opportunities in relation to the front office function. Regulate the successful handover of all reception shifts day and night including the safe handling of cash. Driving the front office's guest engagement, providing support and training to the team on the successful handling of complaints and escalated concerns. Monitor the team and ensure they adhere to all branded requirements regarding guest interaction and presentation of the front office area. Take a lead on uniform standards ensuring that all front office team members are displaying the highest standards to deliver an excellent impression.
Key Responsibilities
* To ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel
* Line management and overall responsibility of both the day and night front office teams
* Be a brand ambassador for the hotel ensuring the desired culture is alive and promoted heavily within the team and hotel
* Carry out frequent quality control checks with the team, including call timings and telephone manor to confirm this is within line with the brand requirements
* Ensure the team drive forward any opportunities to maximise hotel sales and revenue
* Ensure your team are aware of hotel's availability and that every opportunity to maximise room sales is taken
* Ensure your team anticipate guest needs, taking a particular interest in our loyal and regular guests ensuring a positive rapport is built
* Have a full understanding of all branded front office systems and be an expert on navigation and use of the tools
* Ensure communication procedures are effective and efficient on a day to day basis, so that service standards are not compromised.
* Co-ordinate constructively with all internal departments so that policy, procedure and requirements are all adhered
* Establish and maintain strict security procedures within your department, reporting any potential risks to the General Manager.
* Display a pro-active and consistent approach to stock control, cost control and cash control.
* Actively develop positive and effective communication between the reception team and the housekeeping team.
* Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and actively share this with your team
* Accurately assess the needs of the business in terms of staffing etc. providing solutions to identified risks in line with trading levels.
* Actively develop your team's awareness of revenue capture and resolving posting errors and guest queries relating to charges - in order to protect revenues.
* Be actively involved in executing revenue strategies and sales initiatives.
* Ensure recruitment, training, development and staffing levels are as required, whilst demonstrating a management style that is both 'hands on' and strategic.
* To develop interactive customer relations and to be aware of any possible future requirements. To relay such information and ideas to the management team for the enhancement of customer expectation.
* To attend and contribute to all daily/weekly team meetings.
* To build a consensus and negotiate mutually beneficial solutions to problems.
* To carry out Duty Management functions as required.
Required skills and experience:
* Minimum of 1 year experience in a Front Office Management/Supervisory Role
* Ideally from a branded hotel background
* Knowledge of CRM systems is preferred