Front Office Manager

Job Description

Job Description

Name:
Job Title: Front Office Manager
Department: Rooms
Reporting To: Front Office/Deputy Manager

Key Responsibilities & amp; Duties:

To greet all guests in a warm and friendly manner
To work as part of the Front Office and hotel team in a positive and helpful way
To act as Duty Manager when requested in order to provide support to DM Team
To assume responsibility for the training and supervision of all Reception Staff
To ensure the highest level of attention to detail and accuracy evident from all Reception
Staff, from Reservation Stage to Departure
To ensure all Reservations are correctly inputted into PMS at all times, with full accuracy of
information, names, addresses, company info, billing info, back-up documents etc etc
Ensure all Reservation enquiries are always responded to in a fast and efficient manner to
avoid delays
Ensure all reservations and room allocations are always accurate and checked at least 72
hours in advance at all times to avoid risk of no-shows and non-payments
Keep Deputy Manager informed of any information that may be important regarding any
specific enquiry or reservation
Monitor Guest Folio Balances daily to ensure that we always have prepayment or
preauthorisation to cover guest stay and that there is no risk of payment default – advise
Deputy Manager of any concerns in a timely manner
Assist Accounts Dept with any billing/invoice queries

Ensure department holidays are planned and approved in advance with Deputy Manager to
avoid any cover issues
To advise Sales Manager of any potential new leads for new business
To follow all instructions and guidelines provided by your Supervisor/Manager
To represent the hotel to the highest standards at all times, being the main point of contact for
guests
To answer the phone and deal with all enquiries in a professional manner at all times
To ensure you have a full understanding of our PMS System (HotSoft) to facilitate the
efficient performance of your role at Front Desk
To deliver service excellence to our guests at all times and assist them as much as possible
during their stay
To perform Check-In and Check-Out functions in line with hotel standards
To ensure timely and accurate guest billing at all times
To ensure all Cash, Credit Card and Invoicing is carried out in line with hotel policy at all
times and that your shift is always balanced at end of day
To handle all reservation enquiries and ensure they are processed in a timely manner and
entered correctly in PMS with all relevant backup/documentation attached
To monitor extranets throughout shift to ensure all reservations are being entered in PMS
correctly and accurately
To be very careful when taking any walk-in / chance reservations – do not offer
accommodation unless you believe guest to be 100% genuine – they must not be intoxicated,
must have a valid Photo ID and a Credit Card in their own name – if in doubt, do not offer
reservation/room. Hotel policy.
To report any potential rooms/reservation issues to Manager as soon as identified
To forward any emails to Manager(s) when required
To allocate rooms accurately to ensure correct room types at all times
To ensure any special requests are noted and entered as “to-do’s” in system
To communicate clearly with all departments to ensure everyone is aware of any important
information each day pertaining to guests’ stay
To record all handover information clearly and accurately in the Reception Diary

To give a full and accurate handover to your colleagues when you are starting and finishing
your shift
To keep Reception area clean, tidy and organised at all times
To ensure sufficient stock of room keys, key card holders, tags, stationary, pens etc are
always available to you
To assist guests with directions, information, recommendations etc as required
To ensure all luggage is accurately tagged if being accepted to mind
To facilitate Taxi Reservations for guests using the MyTaxi application
To facilitate Laundry Service for guests in line with hotel policy
To always work in a safe manner and respect your colleagues and guests
To always ensure privacy and security of guests and their belongings, ensuring guest details,
room keys etc are never disclosed or given out
To understand the operation of the Fire Alarm Panel and to understand hotel Emergency
procedure in event of hotel evacuation
To be aware of emergency contact numbers for contacts such as IT, HotSoft, Lift,
Maintenance, Emergency Services, Doctor etc.

To follow all Time Keeping policies – clocking in/out, breaks, attendance, sick, holiday
requests etc. and ensure your Manager is always advised as early as possible
To ensure all Room Keys are collected and returned to their designate place at the end of
your shift
To report any issues to your Supervisor/Manager in a timely manner
To display the highest levels of personal grooming and ensure that personal appearance and
uniform always reflect the high standards of the hotel
To attend for any planned training when requested
To assist when requested in other departments and show a degree of flexibility when required

Hours of Work, normally 5 days out of 7, to include weekends and public holidays.