Reporting to the General Manager, oversee all aspects of Front Office operations, ensuring that the department is productive and operates efficiently.
This position is also known as the Director of Mission Control
Job Description
- Lead Duty Managers and Crew members by example and motivate them.
- Maximize room revenue and occupancy on the day of arrival.
- Ensure proper manning levels at all times in accordance with forecasted occupancy.
- Control and analyse departmental costs to ensure spending is within budget.
- Perform aspects of Human Resources and training functions including; hiring, performance reviews, disciplinary actions, etc.
- Ensure procedures such as hotel accounting, credit control and handling financial transactions are understood and followed through among Front Office department.
- Coordinate teamwork with other departments.
- Mediate and resolve guest complaints.
- Ensure that the Front Office SOPs are kept up to date and utilized for training and retraining.
- Delegate duties and responsibilities to Duty Managers so as to develop team.
- Solicit and communicate guest feedback for continuous improvement.
- Extend professionalism and courtesy to fellow crew members and customers at all times.
- Ensure thorough knowledge of emergency procedures.
- Communicate regularly throughout the day with Crew Services to ensure that absolute cleanliness and ordinance of all areas and displays at Front Office and the Front Entrance are consistently maintained.
Knowledge, experience, skills required
- Minimum of four years in a Front Office leadership role with at least two years as a Front Office Manager in a high-volume hotel
- Experience in managing an organized labor force.
- Computer literate and good knowledge of property specific applications.
- Strong communication, decision-making and organization skills with the ability to perform effectively under pressure.
- Knowledgeable of department P&L revenues, labor, and expenses
- Ability to motivate and develop team members.
- Customer – focused individual
- Works well under pressure in a fast-paced environment and proven team leader with a high level of energy and motivation.
- Second or multiple languages are a plus.
- Able to work on weekends, eve/public holidays as and when assigned.
