Front Office Manager


Job Description for Front Office Manager / Front Desk Manager

POSITION TITLE: Front Office Manager / Front Desk Manager / FOM
REPORTS TO: Assistant manager or General manager
POSITION SUMMARY:
Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.
FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES:
1.     Trains, cross –trains, and retrains all front office personnel.
2.     Participates in the selection of front office personnel.
3.     Schedules the front office staff.
4.     Supervises workload during shifts.
5.     Evaluates the job performance if each front office employee.
6.     Maintains working relationships and communicates with all departments.
7.     Maintains master key control.
8.     Verifies that accurate room status information is maintained and properly communicated.
9.     Resolves guest problems quickly, efficiently, and courteously.
10.Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
11.Reviews and completes credit limit report.
12.Works within the allocated budget for the front office.
13.Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
14.Checks cashiers in and out and verifies banks and deposits at the end of each shift.
15.Enforces all cash-handling, check-cashing, and credit policies.
16.Conducts regularly scheduled meetings of front office personnel.
17.Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
18.Upholds the hotel's commitment to hospitality.
19.Prepare performance reports related to front office.
20.Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
21.Monitor high balance guest and take appropriate action.
22.Ensure implementation of all hotel policies and house rules.
23.Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
24.Prepare revenue and occupancy forecasting.
25.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
26.Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
27.Monitor all V.I.P 's special guests and requests.
28.Maintain required pars of all front office and stationary supplies.
29.Review daily front office work and activity reports generated by Night Audit.
30.Review Front office log book and Guest feedback forms on a daily basis.
31.Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
32.Perform other duties as requested by management.
PREREQUISITIES:
EDUCATION:
Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.
EXPERIENCE:
Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.



Job Description for Font desk agent in hotels
POSITION TITLE: FRONT DESK AGENT / ASSISTANT
REPORTS TO : Front office manager
POSITION SUMMARY:
Represents the hotel to the guest throughout all stages of the guest's stay. Determinate's a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible.
Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

GUEST SERVICE ASSOCIATE DUTIES AND RESPONSIBILITIES:
1.     Register guests and assigns rooms. Accommodates special requests whenever possible.
2.     Assists in pre-registration and blocking of rooms for reservations.
3.     Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
4.     Understands room status and room status tracking.
5.     Knows room locations, types of rooms available, and room rates.
6.     Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
7.     Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
8.     Knows the location and types of available rooms as well as the activities and services of the property.
9.     Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.
10.Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
11.Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
12.File room keys ( only for manual room key hotels)
13.Knows how to use front office equipment.
14.Process guest check-outs.
15.Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
16.Follows procedures for issuing and closing safe deposit boxes used by guests.
17.Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
18.Uses proper telephone etiquette.
19.Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.
20.Uses proper mail, package, and message handling procedures and record details in the courier Mail Register.
21.Advise guest of any messages, mail, faxes, etc. received for them.
22.Inform guest of the room safe and mini-bar key and room key procedures.
23.Issue parking passes/validate valet parking tickets.
24.Communicate services and amenities of the hotel to guests.
25.Obtain proper identification for tax-exempt guests and attach the form to registration card.
26.Direct Bell Person to escort guest and transport their luggage to the room.
27.Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
28.Attends department meetings.
29.Reports any unusual occurrences or requests to the manager or assistant manager.
30.Knows all safety and emergency procedures, Is aware of accident prevention policies.
31.Maintains the cleanliness and neatness of the front desk area.
32.Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
33.Advise guest of any messages, mail, faxes, etc. received for them.
34. 
PREREQUISITES:
Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.
Experience: Previous hotel-related experience desired.
Physical: Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pound.

Job Description for Duty Manager / Lobby Manager in hotels
POSITION TITLE: DUTY MANAGER / LOBBY MANAGER
REPORTS TO : Front office manager
POSITION SUMMARY:
Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.
Supervises andassign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations and Business Centre. Responsible for VIP movement in the Hotel.
DUTY MANAGER DUTIES AND RESPONSIBILITIES:
  • Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
  • Assists in VIP’s arrival departure in absence of guest relation officers.
  • Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
  • Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
  • Assists in sending guest messages or faxes.
  • Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
  • Assists in handling room lock problems.
  • Prepares and checks for VIP’s arrival and escorts guests to rooms.
  • Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
  • Operates the front office computer system in order to assist front office attendants.
  • Checks group department, fit and ensure switchboard makes appropriate wake up calls.
  • Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
  • Assists reception, business centre, cashier, concierge and bell captain during they are busy.
  • Answers guests inquires, handles complaints and attend to the needs of the guests.
  • Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
  • Authorises charges to be made for late departures and/or compliments on them.
  • Promotes and maintains good public relations.
  • Motivates and maintains good staff relations.
  • Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
  • Follows up in credit check report, liaise with credit manager.
  • To responsible for front office operation during the absence of Front Office Manager (HO).
  • To discuss all matters that needed to follow up with the next shift Reception Manager.
  • Approves the working schedule for the front office attendants and submits them to front office manager (HO).
  • Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
  • Assigns and Approves Duty roster for all Front desk staffs.
PREREQUISITES:
Must be able to communicate in English writing and speaking and other languages are advantages. Good personality and charming is important to be the Assistant Manager in the way to represent himself on behalf of hotel management.
Education: 
Graduates bachelor degree and/or diploma in hotel and restaurant management or other related field
Experience: 
Minimum of two years of experience in similar position. Should be familiar with basic computer skills and previous experience in using Hotel management software’s, Telephone Switch board.

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