Front Office Manager

POSITION TITLE: Front Office Manager / Front Desk Manager / FOM

REPORTS TO: Assistant manager or General manager

POSITION SUMMARY:

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.

1. Trains, cross –trains, and retrains all front office personnel. 
2. Participates in the selection of front office personnel. 
3. Schedules the front office staff. 
4. Supervises workload during shifts. 
5. Evaluates the job performance if each front office employee. 
6. Maintains working relationships and communicates with all departments. 
7. Verifies that accurate room status information is maintained and properly communicated. 
8. Resolves guest problems quickly, efficiently, and courteously. 
9. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. 
10. Works within the allocated budget for the front office. 
11. Checks cashiers in and out and verifies banks and deposits at the end of each shift. 
12. Enforces all cash-handling, check-cashing, and credit policies. 
13. Conducts regularly scheduled meetings of front office personnel. 
14. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times. 
15. Upholds the hotel's commitment to hospitality. 
16. Prepare performance reports related to front office. 
17. Monitor high balance guest and take appropriate action. 
18. Ensure implementation of all hotel policies and house rules. 
19. Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
20. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
21. Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
22. Monitor all V.I.P 's special guests and requests.
23. Maintain required pars of all front office and stationary supplies.
24. Review Front office log book and Guest feedback forms on a daily basis.
25. Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
26. Perform other duties as requested by management.

EDUCATION:

Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.

Very good knowledge of English, written and spoken.

EXPERIENCE:

Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.