Front Office Manager

Doha (QA)
02 Nov 2016
30 Nov 2016
Job Level
  • Monitors the Front Office quality service and to ensure conformity to company operating standards, procedures and local regulations in order to achieve customer satisfaction and to preserve the  Hotel's quality standards.
  • Ensures that all staff in each section are effectively trained as per the company policies and procedures in order to meet and exceed the customers expectation of services.
  • Ensures the front of the house is maintained in excellent condition and cleanliness. Monitors maintenance requests procedures and regularly inspect guest rooms, corridors, lobby, public toilets, etc. to ensure proper maintenance and cleanliness.
  • Applies the standards of appearance and hygiene on all staff .
  • Monitors front office staff to ensure those known repeated guests and other VIP’s receive special attention and recognition.
  • Handles effectively all guest complaints concerning the Front Office, taking corrective action to prevent recurrence and convert the guest into a repeated customer. Co-ordinate proper actions with other departments, inform General Manager. Review all log books related to the department daily and take corrective action when necessary.
  • Maintains a close coordination between Front Office and other departments such as Housekeeping, Food and Beverage, Sales and Engineering.
  • Develops effective relationships with guests, clients, local community, local authorities and intermediaries in order to create optimal business opportunities and community relations for the hotel.
  • Conducts daily briefings within the department where daily operational information is provided to the staff.
  • Conducts a monthly departmental meeting where the staff could express them selves and give new ideas for the operation.
  • Conducts evaluations and appraisal skills meeting every six months to reevaluate the staff and make development plans for them.
  • Ensures the accuracy of guest accounting function at the reception and the hotel credit policy is accurately applied from the reservation stage until guest’s departure.
  • Maintains careful control over costs in the front office department such as overtime, room supplies etc.
  • Analyses and approves rebates, discounts, complimentary, up-grades and room rates according to the internal policies and procedures.
  • Assists the management in the preparation of the annual budget, forecasts, replacements and investments planning and capital projects.
  • Ensures that operational equipment, computers, other administrative and operating supplies, assets are maintained in excellent condition. 
  • Ensures that the department is effectively staffed and motivated to consistently deliver high levels of guest service.
  • Selects new front office employees who meet position specifications in the accordance with the company policy.
  • Ensures Front Office policies and procedures manuals, service standards, tasks lists and job descriptions are complete and kept up-to-date at all time.
  • Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures.
  • Knows and applies all hotel's corporate and local Operational Standards as well as local authorities requests and ensure they are implemented.
  • Assists all subordinates in the accomplishment of their job description.
  • Sets up and maintains ongoing training programs in the front office in conjunction with the Personnel & Training Manager.
  • Maintains a monthly overview of vacation and public holiday balance of all his staff and delivers a monthly consolidated summary to the Personnel Manager.
  • Assists in the annual development of a 5 years business plan as related to the rooms department taking into consideration both company strategy and local economic and development factors.
  • Knows and uses the company marketing programs and ensure that all staff are fluent in the use of these programs.
  • Knows the operational use and available facilities of the PMS, GDS (Utell) and Internet to ensure maximizing revenue through effective yield management and take the necessary actions to increase occupancy and ARR.
  • Ensures that Front Office employees promote inter-hotel sales and in-house facilities.