Front Office Manager

at  Sandman Hotel Group

SCOPE AND GENERAL PURPOSE OF THE JOB

To direct and manage the Front Office Team, to ensure an efficient, prompt, courteous, and proactive service is provided to all guests, whilst ensuring that Hotel & Golf Procedures are followed at all times. To ensure the highest standards of guest care and customer satisfaction are maintained at all times, hence maximising rooms’ revenue.

MAIN RESPONSIBILITIES

• To carry out all tasks in accordance with procedures as outlined in the Front Office Standards Manuals.
• To ensure all tasks and checklists are actioned and completed during shift.
• To have a comprehensive knowledge and actively promote all hotel & golf facilities.
• To ensure the highest standards of presentation and cleanliness of the Front Of House is always maintained.
• Participates in development of recognition programmes for staff, advertising and promotional programs and campaigns to increase market awareness and penetration.
• Controls and analyses departmental costs on an ongoing basis and takes action to control negative deviation.
• Plans and co-ordinates in-house activities and package plans together with other departments as required.
• Checks the arrival list, conference guest list and VIP list to ensure that Department Managers and the General Manager recognises VIP’s and special guests.
• Maintain Guest Ledger.
• To ensure weekly invoice and statement runs are correct and chased by nights team.
• 11: To ensure daily auditing are done correctly.
• Delivering the highest standards of guest care and customer satisfaction throughout their stay in alignment with agreed standards and internal SOPs.
• Monitors hotel’s overall service and team work daily, and makes recommendations for improvement to Hotel Manager and relevant Department Manager.