Front Office Manager | Hotel

  • Designation: Front Office Manager
  • Industry: Hotel
  • Location: Shillong
  • CTC Offered: As per industry standard
  • No. of positions: 1
  • Job Description:
    – Customer Satisfaction (Guest Feedback, Social Media Review).
    – Financial Performance (Up selling, Room Revenue, Operation Auditing).
    – Showing Initiative, Problem Solving, Staff Training, Team Leading.
    – Manages and motivates the Front Office team in order to provide a high standard of service for customers.
    – Welcomes guests and fosters customer loyalty through his/her friendly manner.
    – Develops high quality relationships with guests throughout their stay.
    – Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
    – Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
    – Provide high level of customer service and maintain a high profile in the day to day front office operations.
    – Ensure that personalized service is offered to each and every guest.
    – Ensures that the pricing policy and internal audit procedures are duly applied.
    – Supervises the management of debtors, group and individual guest invoicing and cash operations.
    – Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
    – Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
    – Prepare monthly and daily revenue report and circulate to all HOD’s.
    – Prepare Room revenue and occupancy forecast take action on rate strategies.
    – Is involved in recruitment of new team members for front office.
    – Integrates and trains employees, providing support for skills development.
    – Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
    – Ensures that the workplace remains clean and tidy
    – Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
    – Makes sure that the hotel’s pricing policy and sales pitches are duly applied in order to optimise REVPAR
    – Have a good knowledge of all systems and standard operating procedures of front office.
    – Ensures that guest documentation and information is available and up-to- date.
  • Experience: 3– 5 Years from Hotel Industry as Assistant Manager or Team Leader – Front
    Office/Guest Relations in a hotel.
  • Education: Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree and/or diploma in Hotel or another related field. Computer Knowledge and experience in MS office programs.
  • Status: Active
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