Front Office Manager at Warren Street Hotel

Job Description

Job DescriptionSUMMARY OF DUTIES AND RESPONSIBILITIES

• Supervise and oversee the daily operations of the Reception and Concierge team
• Ensure standards are followed in all areas and exceptional service is provided to all guests.
• Assist in the training and development of the Reception and Concierge team, as well as the onboarding of all new hires.
• Prepare for and lead monthly team meetings.
• Assist Reception and Concierge team in handling any and all guest inquiries and complaints.
• Ensure all guests and patrons are warmly greeted upon entering and departing the hotel.
• Ensure all hotel guests are checked-in/checked-out efficiently while extending the highest level of hospitality.
• Ensure the correct accommodation is allocated, with special attention to VIP clients and repeat guests.
• Ensure positive guest relations are maintained at all times.
• Ensure that all hotel credit procedures are applied in a discreet and tactful manner.
• Ensure high level of communication between Front Office and all other departments within the hotel.
• Ensure filing is completed according to Firmdale and Warren standards.
• Ensuring that any reservations taken at the front desk are accurately recorded.
• Be present for shift change and witness full handover carried out at the end of each shift.
• Ensure all charges are posted and the correct amount is billed to guests and function accounts.
• Ensure all banks are counted at the start and end of every shift and that any problems are rectified.
• Adhering and maintaining the security of cash, property and valuables located within the reception area.
• Assist in group and junket billing and allocations.
• Supervising and assisting in the development of all Front Office training and new hire onboarding
• Ascertain departmental training needs and mentoring of departmental trainer
• To be fully familiar with the hotels security policy and at all times maintain the correct confidentiality of hotel guest information and records.

• Monitors HotSOS to ensure that work orders are completed in a timely manner.

• Having a thorough knowledge of the hotel and the company.
• Maintaining a clean and organized work place.
• Maintain appropriate levels of necessary office supplies.
• To promote other Firmdale hotels and restaurants.
• To carry out any other reasonable requests as instructed by the General Manager.
• Upon completion of standard probationary period, Fire Safety Certification process will begin.

PERSONAL SPECIFICATION:

• Ability to develop, mentor and inspire team members
• Friendly demeanor & impeccable personal appearance
• Exceptional organization and administrative skills
• Excellent level of spoken and written English
• Ability to remain calm under pressure
• Expected to cover multiple duty manager shifts a week
• Ability to manage flexible shift coverage, work load & resource distribution within & across teams
• Night Manager coverage as needed
• Prior experience using Opera PMS