Front Office Manager

Erbil, Kurdistan
Competitive salary / Single Status
07 Feb 2017
07 Mar 2017
Job Level

As a Front Office Manager, you will overview the Front Office operations ensuring high standards of service are delivered for all guests and to ensure that the best price is received for each room sold and that no revenue opportunities are missed.

Key Duties and Responsibilities:

  • To control the availability of rooms and to maximize hotel revenue, as well as responsible for the day-to-day functions of the Front Office, such as handling guest arrival and departure, and information requests.
  • Plans and implements the application of availability controls to those market segments, which will maximize hotel room, food & beverage and other revenues where applicable.
  • Maintains an organized reservation handling system to easily analyze trends and accurately forecast occupancy.
  • Maintains a high performance standard among guest contact staff so they are knowledgeable, friendly and courteous when dealing with the guest.
  • Informs the management via reports about the results of trends or guest impressions and problems in the hotel affecting the guest or the operation.
  • Works closely with the Housekeeping Department to turn rooms around with a minimum of lost time and to allocate arriving guest in accommodation.
  • Participates in decisions involving occupancy goals, marketing strategies, and development of rates.
  • Works closely with the Sales Department to determine the most advantageous market segment ratios and to carefully handle groups and conventions upon arrival and during their stay.
  • Works closely with Accounts to ensure billing procedures are effective.
  • Coordinates with the Human Resources Department to ensure staff training is continuously carried out and proficiency is maintained at all times.
  • Maintains control of guest room keys, mail, parcels and need supply.
  • Ensures a professional switchboard operation at all time and carried out routine test calls to ensure the standard is as high as possible
  • Supervises Reception and Reservations personnel to ensure optimum occupancy and average room rate for purpose of maximizing revenue.
  • Monitors Front Office personnel to ensure guests receive prompt, warm attention and personal recognition.
  • Informs other operating departments, notably Housekeeping of all Front Office matters that concerns them.
  • Establishes and maintains effective employee relations.
  • Assists Director of Human Resources matters such as interviewing, appraising and consulting.
  • Identifies training needs, assists in developing formal training plans and implementing training sessions.
  • Inspects frequently for cleanliness and orderliness of the Lobby reception and Cashier’s desk and, VIP rooms prior to guest arrival.
  • Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of department employees.
  • Conducts regular Front Office department meetings.
  • Promotes inter-hotel sales and in-house facilities.
  • Assists in the preparation of statistical, performance and forecast reports as necessary, to facilitate annual budget and strategic plan preparation and provides management with marketing information.
  • Assists in monitoring and controlling, on an on-going basis, department costs to ensure performance against budget.
  • Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.
  • Analyses and approves discounts and rebates. 
  • Coordinates with security in the investigation of irregularities and undesirable guests.
  • Coordinates with Housekeeping on checking discrepancies
  • Escorts VIPs to their rooms when necessary. 
  • Sees to the accommodation and transportation of overflow guests in cases of full emergency.
  • Ensures all new procedures and policies are communicated and implemented effectively within the department.
  • Ensures that all Front Office standards are maintained by regular spot checks and observations taking corrective action and retraining.
  • Prepares work schedules and store requisitions on timely basis.
  • Performs other duties as may be assigned by the management.

The ideal candidate should have:

  • Current experience in a similar role
  • Thorough knowledge of customer service
  • Excellent communication and people skills
  • Good organizational and multitasking abilities
  • Problem-solving skills
  • Strong network of connections
  • Ability to work well under time pressure
  • Hands on experience with office machines (e.g. fax machines and printers)
  • Strong negotiation skills and creative selling ability.
  • Significant experience in revenue management
  • Relevant education on hotel or business administration, marketing, communications, or a related field is required
  • Fluency in Arabic is essential, fluency in English or other languages would be an advantage