JOB DESCRIPTION

Job Title:                   Front Office Manager

Reports To:              Sales & Marketing Manager

Employment Type:  Full-time

Location:                   Kwahu – Nkwatia, Eastern Region

Industry:                    Hospitality / Hotel

Job Purpose

Responsible for organizing, directing, and leading the Front (Desk) Office to provide the most professional and effective operations of the front office department including check-in, check out, reservations, concierge, cashiering and night audit process in achieving excellent service to guests.

 

CORE RESPONSIBILITIES:

  1. Oversee the overall operations of the Front Office.
  2. Ensure visitors and guests have a heartwarming welcome.
  3. Ensure the Front Office area is always in the best condition and the right atmosphere.
  4. Manage the departmental staff work (shift) schedules (rota).
  5. Supervise, train, and support departmental staff as often as needed to meet the standards of the Hotel.
  6. Develop SOPs to ensure consistency in service delivery and addressing arising matters within the unit.
  7. Compile and report a summary of guest grievances, suggestions, contributions, and complaints to the Hotel.
  8. Manage and maintain the guest check-in and check-out system.
  9. Monitor and manage stock of office supplies for the Front Office.
  10. Submit monthly reports on departmental operations, issues, and suggestions.
  11. Prepare and manage departmental budgets.
  12. Ensure the Hotel’s policies and security requirements are met.
  13. Liaise with the Head of Rooms and/or Executive Housekeeper to manage the welcome and goodbye letter system for guests.
  14. Liaise with the Executive Housekeeper on the update of room occupancy reconciliation report.
  15. Performs any other allied duties from time to time.

SKILLS

  1. Excellent communication skills
  2. Teamwork and Leadership skills
  3. Customer Service skills
  4. Computer skills (basic)
  5. Financial skills (basic)
  6. Organization skills
  7. Problem-solving or Troubleshooting skills

REQUIREMENT

  1. Flexibility to work on shifts, weekends, night hours and holidays.
  2. High sense of initiative.

QUALIFICATION

  1. Degree or Equivalent in required field.
  2. At least 5 years of proven work experience as Front Office Manager in a 3, 4 or 5-star hotel required.
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