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Front Office Manager
2 semanas atrás
Porto
Porto, Porto, Portugal
MISSION:
Assists the Rooms Division Manager Front Office in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Guest Services and Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
As the Front Desk Rooms Management Inventory Allocator, you will be responsible for the efficient allocation of rooms and inventory at our hotel. Your primary responsibilities will include creating and executing a comprehensive room allocation plan, verifying room rates on a daily basis, and ensuring a balanced inventory.
In the absence of the Rooms Division Manager Front Office, you will be able to replace core and vital tasks of these functions to guarantee proper functioning of the department.
MAIN RESPONSIBILITIES:
Maintaining Guest Services and Front Desk Goals
- Manages day operations, ensuring quality, standards and meeting customer expectations;
- Develops specific goals and plans to prioritize, organize, and accomplish work;
- Handles complaints, settling disputes, and resolving grievances and conflicts; supervises staffing levels to ensure that guest service, operational needs and financial objectives are met;
- Ensures regular communication with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results;
- Understands the impact of department's operations on overall property financial goals and objectives and manages to achieve or exceed goals.
Front Desk Rooms Management Inventory Allocator
- Develop and execute a comprehensive room allocation plan, including "Definitely occupied rooms," "Stand by floors/rooms," and "Definitely vacant rooms."
- Modify the room allocation plan as needed to accommodate different seasons, weather conditions, and occupancy levels. Shut off unused areas of the hotel to conserve energy and resources.
- Concentrate selling rooms in the same block or wing to optimize operational efficiency.
- Ensure a balanced inventory that includes all room categories available for sale and maintains a proper balance of inspected rooms and rooms out of order.
- Verify room rates on a daily basis to ensure they are up to date and in line with current market conditions.
Supporting Management of Front Office Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others, advocates sound financial/business decision making, demonstrates honesty/integrity and leads by example;
- Encourages and builds mutual trust, respect, and cooperation among team members;
- Serves as a role model to demonstrate appropriate behaviors;
- Supervises and manages employees. Manages all day operations. Understands employee positions well enough to perform duties in employees' absence;
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team;
- Manages Front Office's team monthly schedule;
- Supervises all areas of the Front Office in the absence of the Rooms Division Manager – Front Office.
Ensuring Exceptional Customer Service
- Provides above and beyond services for customer satisfaction and retention;
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed;
- Responds to and handles guest problems and complaints: in house, checked out and online if needed;
- Empowers employees to provide excellent customer service;
- Observes service behaviors of employees and provides feedback to individuals;
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction;
- Ensures employees understand customer service expectations and parameters;
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement;
- Participates in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays;
- Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction;
- Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions;
- Greet guests immediately upon arrival; register and assign guests to hotel rooms;
- Ensure hotel entrance, reception and other public areas are properly maintained regarding cleanliness and appearance;
- Perform other duties as requested by management.
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates;
- Supervises same day selling procedures to maximize room revenue and control property occupancy;
- Responsible for Daily 10 Minute Trainings briefing given to the team every day and delegates whenever absent;
- Supervises daily Front Office operations and ensures compliance with all policies, standards and procedures;
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Working with Others
- Supports all workers and treats them with dignity and respect;
- Develops and maintains positive and productive working relationships with other employees and departments;
- Handles sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality;
- Partners with and assists others to promote an environment of teamwork and achieve common goals;
- Performs all duties at the Front Desk as necessary;
- Runs Front Desk shifts whenever necessary.
Quality Assurance/Quality Improvement
- Complies with quality assurance expectations and standards.
Maintenance/Security
- Notifies Security of any guest reports of theft.
