JOB PURPOSE

The Front Office Manager will primarily be responsible for all aspects of the day-to-day operation of the Front of House and Reception area function.
To be successful in this role the ideal candidate will enjoy the prospect of working in a fast-paced, busy working environment and, ideally, have experience in a busy 4* property.

DUTIES

• To ensure that service levels are maintained to the highest degree and particular attention is paid to client care to ensure that all guests receive the highest quality of service and attention
• A thorough knowledge of the PMS systems is required to ensure correct procedures are always followed.
• Ensure the front of house team provide a professional and warm welcome to all guests
• Ensure that all Reception team are trained and are fully conversant with all aspects of Hotsoft PMS.
• Collate and deliver accurate reports on all aspects of reception on request from senior management
• Prepare weekly rosters
• Ensure that all desks are appropriately manned to ensure service levels are met, ensuring adequate cover for any staff absences
• Actively manage and develop the reception team including the day and night porterage department
• Have a thorough understanding of all requirements of the check in/out process (confirm booking, length of stay, packages, etc.)
• Handle all guest enquiries and complaints in a professional manner
• Ensure all cash, guest charges, floats and till procedures are carried out in accordance with company policy
• Lead and assist in the smooth running of the front office desk during own shift
• Duty management shift as required