Front Office Manager at Bolton White Hotels & Apartments

Responsibilities

• Manage the daily running of front office operations, managing the staff and the daily activities and dealing with all issues that may arise.
• Bolton White handbook, the department operation manual and hotel policies and procedures are part of this job description.
• Manage the AM and PM shifts in the front office, making sure all employees perform the tasks assigned to them and coordinate the front office activities with other departments.
• Implement and manage all standards relating to areas managed. Monitor activities of all employees in the front office making sure they adhere to the guidelines set in the standards of excellence, employee handbook and hotel policies and procedures, correcting and coaching as well as training where needed.
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Aware of any VIP arrivals, special requests and repeat guests. Check accommodations, making sure any special requests are carried out, greet them on arrival and escort to room if appropriate.
• Inform all front office staff of daily activities, VIP arrivals, group activity etc.
• Must be able to do scheduling, payroll and other paperwork (accounting, HR etc.)
• Must be able to perform any tasks or duties of any employee in the front office.
• Consistently strive to achieve maximum performance. Promote a professional service orientated environment at all times.
• Implementing and enforcing financial controls throughout the front office, helping with control of operating expenses and purchasing.
• Must be fully aware and able to re-enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Is a member of the hotel’s emergency response team. Ensure staff is fully trained in emergency procedures.
• Perform any other responsible duties as required and directed.
• Qualifications to perform this job successfully an individual must be able to perform each essential duty ta satisfactory standard.
• The requirements listed below are representative of the knowledge skill and/or ability required.

Managerial Responsibilities:

• This position manages Guest Services Representatives, Guest Relation Officers, Porters, Switch Board Operators, etc and supervises other hotel employees indirectly acting as the duty manager

Education and Experience

• A minimum of a B.Sc in hospitality related field (International Equivalent).
• 5 to 6 years working industry experience. Experience in a luxury hotel preferred.
• Previous supervisory/management experience.
• Previous guest service experience.
• Hotel management computer systems experience preferred.
• General computer experience required.

Skills
Language:

• Must have good knowledge of English, ability to speak clearly read and write. Must be able to listen or read instructions, memos, short correspondences and messages.
• Must have ability to write memos, short correspondences or messages. A second language preferred
• Must have good mathematical skills - ability to add, subtract, divide and multiply six digit numbers with decimals. Ability to work out percentages and discounts.
• Good understanding of financial documents, daily reports, P&L accounts and budgets.
• Reasoning Ability
• Ability to carry out detailed, involved instructions both written and oral, using common sense understanding required.
• Ability to deal with problems in a calm professional manner required.
• Ability to multitask handling many different issues at one time, prioritizing the issues and taking care of them.

Other:

• Team management, leadership & team player, A liking for organizational work
• Effective management - Delivering profit center profitability, Sales ability
• Adaptability - Coping with the diversity of guests and their needs
• Thoroughness, Sensitivity to guests, good relationship, Spirit of initiative, Financial awareness

Physical Ability:

• Ability to stand in a confined environment for long periods of time is required.
• Ability to spend long hours moving around, walking, sitting, standing, and crouching while performing duties.
• Must be able to work well under pressure and in emergency situations.