Role Description This is a full-time Front Office Manager role located in Coimbatore. Manage the operations of the Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the hotel’s and The Residency Group of Hotels business objectives. Also in ensuring staff selection, training, counseling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction.Essential Duties and Responsibilities –(Key Activities of the role) · Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition · Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue · Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition · Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program · Maintain inter-departmental relationships to ensure seamless customer service · Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained · Schedule and regularly conducts routine inspections of areas under his/her control · Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out · Compile statistics for front office and provide reports relating to that area · Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information · Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information · Maintain all procedures and adheres to them; in particular with emphasis on hotel credit policy. · Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departuresRequired QualificationsRequired Skills · Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. · Good writing skills · Proficient in the use of Microsoft Office and Front Office System · Problem solving, reasoning, motivating, organizational and training abilities · Strong Leadership skills in managing teams · Ability to manage complex relationshipsQualifications – · Bachelor’s degree / 3 years Diploma in Hotel Administration, Business Administration or equivalentExperience – · 10+ years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience. · Type and level of experience required may vary slightly based on size and complexity of operationACCOUNTABILITYAnnual Operating Profit/Payroll Budget – · Department Budget and Headcounts.Key Metrics – · Department Budget · Occupancy Level · Employee Engagement
Job Title
Front Office Manager