Title: Front Office Manager

Position Overview:
To co-ordinate and oversee the running of the hotel in the absence of the hotel Manager or the Guest Experience Manager with particular emphasis on assisting the management of operations within Front Office, monitoring hotel security and maximising the profitability of operations.

Our Vision is being leaders in creating experiences and properties that escape the ordinary.
Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

• Growing revenue above market
• Maximise assets
• Business transformation

Our Values

• Empowerment: We make it happen
• Possibilities: We evolve and innovate
• Community: We make the connection

Key Accountabilities

Your day-to-day

• To ensure solid understanding of Our Target and drive with Front Office team
• To ensure all staff present themselves on time and in uniform.
• Efficient and productive use of company time
• Effective organisational communication with other departments
• Effective planning for projects and events
• To ensure all departments are adequately staffed.
• To develop (in conjunction with General Manager and Sales Manager) a range of products that differentiates the hotel in the market place, ensuring occupancy and averate rate is maximised.
• To be aware of VIP and Group arrivals and departures and that all preparations are made for them.
• To ensure a high level of service is maintained with all staff understanding and implementing the Hotels service values.
• Look for new opportunities and optimise opportunities to change for improvement
• To manage the hotel complaint system.
• To perform the function of Manager on Duty
• To ensure Front Office and Reservations Departmental rosters are as cost effective as possible.
• To ensure a clear and comprehensive handover occurs with the Duty Managers and Night Manager before their shift is completed.
• To manage the daily operations of the Front Office and Reservations Departments
• This position description is not an exhaustive list of tasks that may be required. All other reasonable requests or duties may be required to be performed from time to time.
• Demonstrate and develop knowledge of the local/market to enhance Company’s performance and results

Financial

• To liaise with Duty Manager and Revenue Manager daily regarding occupancies to ensure average rate is maximised. Re-worded as we do not have a Revenue Manager or Duty Manager to: To maximise average room rate and occupancy through constant liaison with key departmental personnel and employees to ensure maximum rate and occupancy is achieved.
• To ensure that the average rate and occupancy is maximised.
• Cultivation of a sales culture maximising up-selling and on-selling techniques.
• To ensure that department expenditure is controlled within set targets.
• Direct costs including but not limited to consumable, printing & stationary, stock control, energy, uniforms, replacements and other expenses are monitored and controlled and in line with budgeted guidelines.
• To be totally knowledgeable with regard to current room rates and yield management strategies.
• To establish accounting and financial controls in conjunction with the Financial Controller and or General Manager. To ensure all cashiering policies and procedures are followed and constantly reviewed to ensure any accounting or financial risks are at a minimum or eliminated where achievable.
• To assist with the hotel accounts receivable.
• To roster staff cost effectively. To ensure that strategies and practices are in place to facilitate the efficient and effective staffing of departments such that financial and service targets are achieved.
• All salary agreements are in accordance with Event Hospitality guidelines.
• Effective use and monitoring of overtime, annual leave, days in lieu, staff breaks and other staff entitlements.
• To prepare monthly reports as required by the General Manager or Financial Controller.

Sales

• To consistently deliver products and services that meets the quality, standards and expectations of guests.
• To achieve a reputation as the market leader in accommodation, products and a emphasis on Customer service.

Customers

• The cultivation of an environment where positive service culture is paramount. To create a sense of welcome and service spirit within the Front Office team.
• To review guest feedback on a daily basis including all social media, written and verbal. Utilising feedback for team training and service development.
• Effectively communicating and logging feedback received.
• Ability to anticipate problems and take effective action achieving resolution. Proactively resolving guest requests and issues in a timely manner.
• To achieve a level of service quality that consistently meets & exceeds the expectations of guests & staff.
• To have a high profile in the foyer giving special recognition to regular guests.
• To be supportive and actively involved in service development.

Personnel & Training

• To create, nurture and develop service ethics and culture for Front Office and Reservations employees.
• To conduct 3 month probationary period evaluation and annual performance appraisals.
• Performance appraisals are used for effective counselling and exit strategy for non-performing team members.
• To ensure that strategies and practices are in place to facilitate the efficient and effective staffing of departments such that financial and service quality targets are achieved.
• To establish and implement training with particular emphasis on structured on job training.
• Constantly assess training needs of staff and implement or update training manuals
• Promote and maximise development opportunities with property transfers within Event Hospitality
• To ensure Department inductions for new staff are completed.
• To ensure job descriptions are available for new employees.
• To recruit front office and reservation employees.
• To effectively communicate with all Departments of the hotel.
• To conduct regular front office/reservations meetings with all team members.
• To develop and implement strategies to reduce staff turnover.
• To ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctuality.
• To effectively communicate with all departments of the hotel.
• To direct and supervise all Front Office personnel.
• To conduct Front Office communication, meetings and training sessions.
• Adequate security procedures are in place at all times
• Compliance of company’s policies and procedures
• Promote a culture that values effective and pro-active WH&S management

Corporate Assets and Corporate Image

• To manage the hotel assets. To protect their long term investment value.
• To manage Front Office machinery to ensure that maximum efficiency is achieved and guest service is not affected.
• Dealing with all suppliers are positive, assertive, ethical and in the Company’s best interests
• To have a complete knowledge of fire & evacuation procedures as per Procedures Manual.
• To use safe practices in performing all tasks as per Work, Health and Safety Act.
• To obtain the necessary resources to enable improvements in the physical layout of all public areas to ensure that public areas are presented in the best possible manner.
• To ensure department employees adhere to staff handbook guidelines for presentation, grooming and punctuality as per handbook and departmental guidelines.
• To ensure that all public areas are always clean and well maintained.
• To provide input into the decision of relocating guests when the hotel is over booked with minimum damage to hotel goodwill and reputation.
• To provide leadership to all hotel personnel. All staff must attain the highest standard of professionalism.
• To effectively undertake any duty shifts as required by the General Manager.

Authorities

• Front Office Manager has all authority needed to achieve the above outcomes, the only limitations being:
• All expenditure must be approved by the Rooms Division Manager/Executive Assistant Manager or General Manager, prior to commitment.
• All capital / sales and marketing expenditure must be approved and purchase order co-signed by the General Manager prior to commitment.
• Non capital expenditure, refer to hotel purchasing policy.
• All proposed employee terminations must be discussed with the General Manager before actioning.