Front Office Manager job includes the management of the Front Office/ Reception department and the employees in order to provide the highest quality service according to the hotel standards. He/She manages Front Office operations, guest registration, guest check-in and check-out, guest requests, manages guest satisfaction, supporting hotel and group LHW standards, compliance with all hotel rules and procedures.
Front Office Manager duties:
• He/she reports to the Executive Director/ General Manager for his/her work, overseeing the operations of the FO
• Manages day-to-day operations, ensuring the quality of standards and service at Front Office
• Front Office Manager is responsible for the proper operation of the Front Office department, selection of the front office team, interviewing and hiring of employees at the reception and bell desk service, training of employees, receptionists and porters; managing weekly schedules employee’s evaluation and development, product and service knowledge.
• Coordinates the work of the reception and reservation services, takes care of the proper execution of specific tasks and jobs within the reception; Controls the work of the receptionist and porter, the quality and timeliness of the service provided
• Manages all written and verbal communication with guests and customers by telephone, email and direct communication with guests at front office
• Manages the hotel PMS OPERA, controls and supervises the entry of reservations, registration, check-in and check-out of guests, enters data about guests, issues and pays invoices, makes necessary changes, etc
• Manages hotel availability and hotel occupancy, managing inventory of luxury villas and apartments;
• Managing guest registration, check in and check out procedures; manages that only properly registered guests enter the accommodation area of the hotel
• Managing hotel guest experience & guest satisfaction, responsible for delivering the highest standard of service
• Managing Hotel Policy & House Rules, maintaining order and silence in the hotel for all hotel guests
• Controls the operation and functioning of all devices at the reception; POS terminals and similar.
• Prepares and issues all types of daily and periodic reports according to the hotel standards
• Resolves possible issues, remarks of guests, complaints and reports to the Executive Director/ General Manager, in order to keep customer satisfaction on the highest level and improve guest experiences and review scores
• Coordinates work with the finance department, the sales and marketing department, the housekeeping, the technical department and the food and beverage department
• Delivers all relevant daily and periodic reports to sector managers; To the hotel housekeeping manager and the food and beverage manager, the list of VIP guests and other
• Managing Front Office Budget, Plans, controls & analyzes costs and proposes measures to reduce costs; Participates in the procurement of materials, inventory, equipment on request of the General Manager;
• Managing grooming standards of the front office employees and appearance of the uniform
• Reports to the Executive Director / General Manager and registers in writing all events important for work at the Front Office Department and the hotel (water and electricity outages, breakdowns, inappropriate behavior of hotel guests, damage to the room, lateness to work, etc.);
• Participate hotel management meetings
• Responds to the Executive Director/General Manager for the proper execution of all tasks from the job description of the FO Manager;
• Apart from the jobs listed in the list of jobs and tasks, the employee undertakes to perform all other jobs and tasks that fall within the scope of work in accordance with the regulations and standards of his profession.
Qualifications:
• Necessary previous work experience, preferably in high category 5* hotels
• Excellent knowledge of the English language is necessary, knowledge of Russian and other languages is an advantage
• Necessary knowledge of working in hotel software programs, knowledge of the OPERA program is must.
Benefits:
Employment and working permit
Accommodation of employees
Two meals a day
Possibility of personal and career development
Work in a dynamic environment in a 5* hotel on the coast of the Adriatic Sea
Work within the prestigious international group The Leading Hotels of the World
