Front of The House Manager
vor 1 Woche
" To consistently provide and maintain the highest standard of guest care and service.
To ensure that all reporting staff maintain a high standard of personal hygiene and grooming at all times.
To ensure that designated uniforms are worn, well pressed and in a good state or repair.
To ensure that reporting Heads of Department maintain and update the departmental Standards of Performance Manual.
To ensure that you and all reporting staff demonstrate the required Standards of Performance.
To ensure that reporting Heads of Department monitor staff performance against agreed criteria.
To have a good knowledge of all hotel facilities and be able to answer guest questions in a quick, polite and helpful manner.
To handle any guest complaints or problems promptly and to ensure that you are aware of all resolved/unresolved incidents.
To ensure company, hotel and statutory rules, regulations and policies are adhered to at all times.
To act on your responsibilities detailed in the Health and Safety at Work.
To demonstrate a working knowledge of fire prevention and to ensure that staff follow hotel evacuation procedures when required.
To be security conscious with respect to guest/staff/hotel property and welfare, following through any incidents or reports.
To ensure the departmental area is maintained in a safe, hygienic and presentable state.
To communicate positively with staff, colleagues, and Management to ensure effective teamwork and high morale.
To attend meeting and training sessions/courses that may be beneficial to you and your departments.
To follow procedures set up for energy conservation.
To ensure your Heads of Department are rostering staff effectively, in line with business requirements.
To effectively supervise the departmental operations whilst on duty.
To handle staff grievance and disciplinary matters to the agreed hotel standard.
To carry out any reasonable tasks requested by an Executive Manager.
Specific duties
Through a system of daily and weekly meetings, review and plan forthcoming arrivals and departures of guests.
Ensure that all VIPs and important guests are given recognition and acknowledgement by the Front Office staff in the hotel.
Co-ordinate with the Housekeeping department, Concierge and Reservations, all group arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner.
Recruit, train and monitor all the Front Office employees to ensure that they are acting as the eyes and ears for the General Manager on a daily basis.
By use of the Assistant Manager Log Book, Guest Comment Cards and Guest letters of complaint or compliment, channel and filter all guest feedback to the relevant senior manager in the property.
Follow up all guest complaints and enquiries, ensuring that guests are responded to within 24 hours and the necessary departments have carried out their follow up action.
To closely monitor the performance of the Front Office departments particular, standards of courtesy from staff and cleanliness of all public areas.
In conjunction with the reservations manager, ensure the hotel maximises its rooms yield.
On a weekly basis, prepare the rooms forecast in conjunction with the Reservations Manager, ensuring that it is communicated to all departments in order to reach the required levels of productivity.
Co-ordinate, if required, the book out of any guest with the Director of Sales and Marketing.
With the assistance of the Training department, ensure that the Front Office employees are trained and monitored to carry out their work to the required Standards of Performance and that procedures are set and followed.
Carry out regular job chats, appraisals and departmental meetings with all Front Office staff.
Co-ordinate the work of the Security Manager, ensuring that the hotel is fully protected in all aspects of Health, Fire, Life, Safety and Security.
3 years work experience as a Front Office or Reception Manager
Previous experience in a five star hotel or any luxury establishment
Solid knowledge of Opera and MS office
Excellent communication skills
Perfect knowledge of French and English (any other languages is a plus)
"
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