Front Office Manager

Overview

Company Description

passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are, with opportunities to grow, pursue career opportunities in your hotel or in other hospitality environments, in your country or anywhere in the world. You will enjoy exclusive benefits and strong recognition for your daily commitment.

Everything you will do with us will offer a deep sense of meaning to create lasting, memorable and impactful experiences for your customers, colleagues and the planet. Hospitality is a work of heart. Join us and become a Heartist®.

Purpose of role: The Front Office Manager is responsible for the management and execution of the Reception, Night Porter/Auditor of the hotel and ensuring the hotel maximises all sales/revenue opportunities. It is imperative that the department runs in accordance with Fairview Hotels procedures for reception, nights and reservations and observes current policies and procedures. You will ensure guests are served in a friendly and efficient manner, ensuring that the guest receives a memorable welcome and farewell at the hotel.

You will deal with guest’s requests in a timely and professional manner, finding operational solutions to all guest challenges ensuring that the hotels reputation is intact and that company values are adhered to and guest problems are resolved to their satisfaction. Taking care of all guest services requests prearrival, post arrival and post departure during their stay. You will work in line with company standards and ensure the reception desk and front lobby area is manned and all guests are given priority and attention at all times.

• Running of front of house process on a day to day/shift to shift basis
• Management of the reception team, ensuring all company policies and procedures are adhered to at all times
• Ensuring the department is correctly staffed within budgetary limits
• Responsible for the daily banking
• Responsible for the change orders
• Responsible for the contents of the safe with a correct handover being adhered to
• Ensuring all reservations are entered to company standard and followed up
• Ensuring the reception team is briefed on offers and promotions throughout the hotel
• Training of reception team
• Ensuring the hotel maximises sales and revenue at every opportunity
• Liaising with all departments and briefing the hotel management on a daily basis
• To assist the Hotel Manager by taking responsibility for the department and operating within budgetary demands for both revenue and wage constraints
• To attend any HOD meeting
• To undertake any other projects as discussed and set by General Manager.

• To ensure all guests are received at the reception desk in accordance with Company Policies and Company Standard Policy.
• Ensure that all guest registration forms are completed in full to comply with the Prevention of Terrorism Act.
• Handle guest queries and complaints and take appropriate action to ensure total guest satisfaction is achieved. Communicate any problems to The General Manager.
• Ensure all bills are accurate with full back up so there is no delay in guest payment.
• Pre-arrival calls to be made on busy days to ensure hotel is full and all reservations are fully chargeable.
• Upsell opportunities to…