Hotel Front Office Manager at Bolton White Hotels & Apartments

Position Summary

• The Front Office Manager directly supervises all front office personnel and ensures the proper completion of all front office duties.
• They are responsible for directing and coordinating the activities of the front desk, reservations, guest services, and telephone areas.
• Additionally, the Front Office Manager supervises all activities at the Gym and Information Technology (IT) unit.

Duties and Responsibilities

• Train, cross-train, and retrain all front office personnel.
• Schedule the front office staff.
• Supervise workload during shifts.
• Evaluate the job performance of each front office employee.
• Maintain working relationships and communication with all departments.
• Maintain master key control.
• Verify that accurate room status information is maintained and properly communicated.
• Resolve guest problems quickly, efficiently, and courteously.
• Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.
• Review and complete credit limit reports.
• Work within the allocated budget for the front office.
• Receive information from the previous shift manager and pass on pertinent details to the oncoming manager.
• Check cashiers in and out and verify banks and deposits at the end of each shift.
• Enforce all cash handling, check-cashing, and credit policies.
• Conduct regularly scheduled meetings of front office personnel.
• Ensure all front office employees wear proper uniforms at all times.
• Uphold the hotel's commitment to hospitality.
• Prepare performance reports related to the front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reports, and maintain a close observation of daily house count. Monitor the selling status of the house daily (e.g., flash report, allowance, etc.).
• Monitor high-balance guests and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Monitor all V.I.P.’s, special guests, and requests.
• Maintain required parts of all front office and stationery supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review the Front Office log book and guest feedback forms on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Perform other duties as requested by management.

Prerequisites

Education:

• Minimum of Bachelor’s Degree.
• Must be able to read, speak, write, and understand the primary language used in the workplace.

Experience:

• Minimum of five years of experience in a 5-star hotel in a similar role.
• Proficiency in OPERA PMS.