HOTEL FRONT OFFICE MANAGER JOB DESCRIPTION

TITLE:                        Hotel Front Office Manager Job

REPORTS TO:          General Manager 

PURPOSE:                 Responsible directly for overseeing and coordinating the Reception Operation

 

Departments include, but not limited to Reception.

Is required to contribute, co-ordinate and develop all Reception  issues and projects as required and assigned by the General Manager.

Will ensure the implementation and maintenance of all Brand Standards within the Reception Department.

Will co-ordinate and participate in the Duty Management roster.

PROFILE:    

This individual will understand, interpret and convey the mission statement of the Reception operation to managers and subordinates and ensure decisions are made in the best interest of the operation, as they relate to the success of the hotel.

As a highly charismatic leader, this person will directly supervise, train, develop and motivate management and rank and file staff, whilst maintaining the ability to recognize individual receptionists and their contribution to the team effort.

Must have a very high energy level and entrepreneurial business acumen being able to think “OUTSIDE THE BOX” and develop/change Food & Beverage processes and products as needed.

Will act as an ambassador for the hotel in the local community, as well as with internal/external customers.

Will be highly visible and accessible.

RELATIONSHIPS:

Reviews on an on going basis, with the Resident Manager, all procedures, policies, guidelines etc. relating to Reception.

Works closely with the Accommodation Manager , Reservations and Concierge Departments to achieve optimum guest satisfaction levels regarding standards of product and service

Works with all Reception and Concierge departments, as well as with the departments not reporting to him/her.

Interacts with local authority officials, competitors, suppliers, travel industry representatives and other members of the business and social communities.

Is required to be actively involved in the development/success of all departments and personnel.

Liaise with Human Resources for hospitality recruitment  and hospitality recruitment agencies for front of house staff

RESPONSIBILITIES:     

Responsible for the direction/development of Reception department.

Responsible for achieving or exceeding proposed cost turnover budgets.

Responsible for the annual budgeting process for Reception

Keeps the General Manager updated with regular/constant feedback on projects/developments etc. within the hotel.

Implement and maintain all control standards, policies and procedures established by the hotel.

To co-ordinate and develop the Duty management Role and Roster.

In coordinating with HR/training department and co-ordinate with operational departments the implementation of optimum orientation and training of the hotel personnel, in order to ensure long range retention and development of qualified staff.

As Reception Manager, recommend changes, suggest improvements and advise the Resident Manager on a general basis.

In co-ordination with the General Manager and Maintenance Manager, is responsible for special projects i.e. renovations etc.

In conjunction with the Health and Safety department – ensures that all related training, records, etc. are kept up to date and active.

Ensures that wage cost percentage is in line with business levels.

Advises and guides with regard to rosters, holidays, days off etc. in order to ensure that labour cost, particularly Sunday premium are managed to a minimum.

Co-ordinate, in conjunction with H.O.D.’s with all suppliers in order to ensure the highest quality and consistency and the best prices.

Coordinating in conjunction with Stores and Accounts, that stock values in stores are kept to a minimum.

MEASUREMENT:  

Balanced scorecard results.

Leadership qualities including – turnover, staff development, guest comments.

Training programmes and implementation in the operation.

Visual appearance.

Quality of relationship with – guests, employees, colleagues, members, residents, etc.

Manages people (develops, trains, motivates, recruits and hirs, evaluates, disciplines).

Attains product / Conrad service level goals.

Exploits most efficient channels.

Manages HR costs as well as cost of sales and other expenses.

Assist in forecasting.

Produce and co-ordinate Duty Management role/roster.

To accept and complete any other task or roles as directed by the General or Resident Manager.

EDUCATION: 

Hotel Associates or school degree.

Education by experience.

WORK EXPERIENCE:

2 Years Hospitality Industry experience at senior level.

Minimum 4 years experience in Reception operations.

SKILLS:                   Hands on management / leadership by example

Extremely visible management.

Intermediate to high computer literacy.

Good knowledge of a profit & loss and general knowledge of accountancy.

Adaptability.

Highly developed counselling and coaching skills.

Highly developed time management skills.

Excellent written and oral communication skills.

Marketing and promotion.

CHARACTERISTICS:

Conceptual; innovator; motivator; analytical; ability to deliver end products/standards; detailed thinks ‘out of the box’; ability to adapt to changing environment, to the culture and to government regulations; a team player; ambitious career driven; result orientated; open management style; calm/reliable; able to instill confidence.

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