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Front Desk Manager - Front Office Department Job Description

DEPARTMENT

Front Office

REPORTING TO

Front Office Manager

POSITION

Front Desk Manager

SUBORDINATE

Senior Front Office

Agency

JOB LEVEL

 

REF NO.

 

RELATIONSHIPS:


-Front Office Manager

-Sales and Marketing Personnel

-Executive Housekeeper

-Reservation Personnel

-All Division/Department Heads

-Hotel guests

 

JOB SUMMARY:

To manage front of the house operations of the hotel ensuring that the highest standard of service and the best possible guest experience is maintained. Be responsible of establishing and maintaining professional relationship with hotel guests and patrons.

 

DUTIES RESPONSIBILLTIES:

1.     Manage operation of the Front desk including Cashier. Ensure that policies and procedures are complied with the highest standard of service and guest satisfaction.

2.       Review room availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and liase on all groups and FIT movements.

3.       Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management.

4.       Ensure that budget and cost effectiveness at the Front Desk are achieved.

5.       Work with Housekeeping and Engineering on daily operations regards to guestroom status.

6.       Handle guest complaints and review compliments.

7.       Review Front Desk Logbook daily to monitor all activities.

8.       Review all VIP room blocking.

9.       Supervise and train all Front Desk staff to ensure that the best guest experience is provided.

10.   Familiarize with Front Office policies and procedures and special rate & programs.

11.   Participate morning briefing, or organize afternoon hand-over briefing daily and disseminate information to Reception team as soon as possible.

12.   Greet guests as time permits at lobby and assists Receptionist during busy period.

13.   Chair monthly Reception meeting to review performance & discuss existing problems for improvement.

14.   Approve duty roster prepared by Chief Receptionist and revise if necessary.

15.   Always conduct your job with concern for the environment and its resources. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that can be. Perform all duties, other than the above as requested by the hotel policies and/or his/her direct supervisor.




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