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, night audit and telephone areas. Prepare monthly reports, forecast 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. Verifies that accurate room status information is maintained and properly communicated.
8. Resolves guest problems quickly, efficiently, and courteously.
9. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
10. Reviews and completes credit limit and monitors/actions guest high balance reports.
11. Works within the allocated budget for the front office.
12. Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
13. Checks cashiers in and out and verifies banks and deposits at the end of each shift.
14. Enforces all cash-handling, check-cashing, and credit policies.
15. Conducts regularly scheduled meetings of front office personnel.
16. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
17. Upholds the hotel's commitment to hospitality.
18. Prepare performance reports related to front office.
19. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
20. Ensure implementation and adherence to all hotel policies and house rules.
21. Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
22. Prepare revenue and occupancy forecasting.
23. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
24. Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
25. Monitor all V.I.P 's special guests and requests.
26. Maintain required pars of all front office and stationary supplies.
27. Review daily front office work and activity reports generated by Night Audit.
28. Review Front office log book and Guest feedback forms on a daily basis.
29. Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
30. Perform other duties as requested by management.

PREREQUISITIES:

EDUCATION:

A degree in Hospitality is preferred, but not required. Must be able to read, speak, write, and understand the primary language used in the workplace.

EXPERIENCE:

Minimum of two years of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks. Prior Hilton Front Office Supervisory/Management experience is preferred, but not required.