Front Office Manager

Job Description

Main Duties:

• To oversee the Front Office operations, including the Reception, CID, Bell Desk, Concierge, Guest Relations, Business Center, Airport Representatives, Drivers and Valet Parking, and to personally supervise the above in the involved supervisor's absence, ensuring that the hotel standards and procedures are fully known and followed.


• To ensure a proper coverage and supervision of the Front Office sections at all times.


• To ensure appropriate stock level for the smooth run of the Front Office operations and to approve requisitions accordingly.


• To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.


• To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.


• To ensure that the privacy of the guests and the confidentiality of the information is respected.


• To act as a representative of the Management when dealing with guest complaints or to help out if a member of the Front Office team is facing difficulties that she/ he cannot solve on her/ his own.


• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.


• To call the DOR for advice in serious cases or if an approval is required.


• To be fully aware of and to report all guest comments or complaints.


• To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.


• To ensure that the arrival lists are updated, transportation and airport services are scheduled and all the rooms are blocked according to guest requests and needs.


• To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time.


• To ensure proper completion of all CID and local government requirements concerning hotel guests and files.


• To implement and control the Focus and other financial and audit procedures.


• To be aware of all VIPs visiting or staying in the hotel.


• To daily review the Night Audit reports related to the Front Office.


• To ensure that the departure lists are updated, check-out times are respected and that the transportation needs are scheduled.


• To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.


• To ensure and perform a proper use of all the equipment and property management system and to have a perfect knowledge of the set ups.


• To ensure the strict control of room keys and section keys.


• To implement and follow up daily check lists.


• To assist in securing external guest accommodation should an overbooking occur.


• To prepare forecasts and statistics.


• To respect schedules, terms and deadlines as agreed with the Management.


• To ensure that all ambassadors are aware of the outlet timings and promote the internal activities and events.


• To ensure that all ambassadors are updated with the latest administrative, organizational, operational or other changes and news.


• To be updated with the competitors' offerings and rates.


• To make regular room inspections and liaise with the Housekeeping Department on deviation from standard set-ups.


• To liaise with Housekeeping Department on the scheduling of rooms for maintenance programs.


• To liaise closely with the Sales, Revenue and Reservations on rate management.


• To conduct a daily line up briefing with the Front Office section heads to recapitulate tasks and activity.


• To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the Front Office team and to review the operational standards and procedures.


• To share daily activity highlights with the Director of Rooms, including internal and external guest opportunities.


• To assist the Director of Rooms in fulfilling administrative responsibilities and monitoring activities. To replace him whenever needed.


• To entertain regular and potential clients.


• To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.


• To be an ambassador of the Front Office and of the hotel, in and outside the work place.


• To ensure uncompromising levels of cleanliness and maintenance through each ambassador's responsibility.


• To ensure a proper use of the telephone etiquette as per Sofitel standards.


• To escort the guests rather than pointing out directions.


• To interview potential candidates and to assist in new ambassadors integration in liaison with the HR Department.


• To create an atmosphere of high morale and a happy working relationship among the ambassador.


• To conduct ambassador evaluations and surveys. To develop ambassador motivation and performance through action plans. To be involved in ambassador retention and satisfaction.


• To ensure trainings and regular "refresher" courses are conducted and attended as scheduled.
  To carry out any other reasonable duties as assigned by the Director of Rooms