Front Office Manager

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As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan
45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.

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Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

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Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

Hospitality
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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.

Key Responsibilities:

• 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.

Key Responsibilities for the Front of House Department:

• 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.
• Up sell opportunities to be maximised for dining and meetings
• Ensure effective communication between Reception and all other departments.
• Ensure there are no errors on the guest bills before presenting them to the guest for payment.
• Corrections and adjustment sheet to be completed and signed off by HM daily with full detailed back up of reasons.
• Ensure banking balances on every shift.
• Ensure deposits…