As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:
Complete regular financial and operating reports as required or requested by the Director of Rooms.
Ensure that new recruits have all relevant information before commencing employment.
Be aware of potential highs and lows in the business.
Responsible for the maximization of room revenue and profit through commercial room management, ensuring a consistently high standard of customer service within the department.
Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
Monitor, control and minimize overtime for the department.
Review and evaluate all training activities.
Forecast potential costs, review expenses on a monthly basis and implement actions for improvement, following the company’s control procedures.
Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
Introduce appropriate product knowledge courses for team members.
Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
Plan and ensure that departmental orientation is carried out.
Identify, communicate and act on potential sales leads.
Participate in community public relations for the hotel.
Monitor standards through regular standards review checks.
Understand the quantity and quality of people needed to operate the department.
Establish good communication with the Housekeeping team.
Assess team members’ performance against standards.
Create and implement sales promotions and team members incentives as per discussion with the Director of Rooms.
Be available to assist on duty in the hotels during any busy days or special events.
Ensure standards trainings and assessments are carried out.
Ensure that daily operation is managed by the Assistant Front Office Manager, Duty Managers, Chief Concierge and Supervisors who are totally accountable for the profitability and service standards achieved.
Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
Communicate effectively with Housekeeping, groups and tours about any in- house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
Provide relevant training to new team members.
Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
Participate in the development of the annual budget, developing short and long term financial operating plans.
Coordinate with the Housekeeping department to ensure cleaning is followed- up, ensuring that follow- up procedures are maintained.
Communicate relevant financial information to the team.
Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
Implement and follow through with improvements identified.
Regularly review individual and team performance against objectives and provide feedback.
Understand relevant Health & Safety (H&S) legislations and their implications on the operation of the department.
Carry out training programs for team members with the Learning & Development Manager and departmental trainers.
Set and agree to departmental objectives for self and team.
Assist with the annual marketing plan to establish a list of marketing activities in line with the annual business plan, supported by appropriate advertising and promotion budgets from suppliers with the support of the Marcom team.
Ensure that supplier liaison with the Purchasing team ensures maximum support with regards to sponsorship, marketing and pricing initiatives.
Maintain a presence in the lobby setting the example for team members for guest service.
Attend and participate in regular operational and hotel meetings.
Analyze financial information that is provided via the payroll system and Opera PMS , to assist decision making.
Get members of the team to work co- operatively with others.
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events, promotions in the restaurants and bars.
Assist the Marcom team with the preparation of event brochures.
Positively dealing with and learn from customer complaints and comments with follow- up and feedback to the Director of Rooms.
Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
Make all decisions regarding overbooking the hotel on the same day, ensure all out bookings are carried out by members of the Management and that overbooking levels for future days will be monitored by the Reservation Manager.
Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
Describe, assign and delegate duties and authority for the operation of the department at all times.
Maintain high customer service focus by approaching your job with the customers always in mind.
Develop and implement department training plans to meet business needs.
Use key monitors and financial targets to evaluate the department’s performance and make future plans.
Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
Maintain in- depth technical knowledge and skills required for the job.
Set- up and maintain leave plans for the department.
Represent the needs of the team to others in the hotel.
Assist in the training of team members ensuring that they have the necessary skills to perform their duties with maximum efficiency.
Ensure that safe and healthy working practices are implemented at all times.
Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
Carry out annual appraisals with all team members in accordance with legal and hotel guidelines and identify individual training needs.
Communicate to the team their responsibilities within H&S.
Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
Ensure that the shift is reviewed, handovers and briefings are carried out.
Carry out seasonal inventory of operating equipment.
Perform other duties as assigned by Managers
Analyze and explain any financial variance against plans.
Maintain guest histories to assist with returning guests.
Agree and implement actions to make improvements to customer service.
Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
Plan ahead and ensure adequate resources are available.
Actively seek verbal feedback from customers and team members at every opportunity.
Understand the situation in other departments and their implications for your own department.
Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
