Front Office Manager

The Front Office Manager manages and co-ordinate Front Office operations to provide efficient, prompt, courteous, trouble free and proactive service to guests; hence maximize room revenue and guest satisfaction. All work will be in line with the hotel’s guidelines and business plan, the departmental business plan, and the Radisson Hotel Group’s corporate guidelines as well as Symphony Style Hotel brand and service concepts.
• Achieves guest satisfaction and room revenue goals by supervising the Front Office operation
• Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees
• Oversees and participates in the prompt and courteous check-in and check-out of guests
• Addresses questions or problems pertaining to customer room accommodations and rates
• Aids in planning for meetings and special events by meeting with individual customers and convention representatives, and supporting the Director of Sales function at the hotel when not there
• Controls open and closed dates, availability and condition of rooms
• Keeps effective key control and participates in matters relating to customer room security
• Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions
• Controls room rates, and implements approved rate changes
• Monitors advance deposit and credit procedures
• Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve
• Brings major needs for repair to the attention of the General Manager
• Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests
• Blocks rooms for VIP’s and special guests
• Is proficient in all Front Office procedures to be a resource when needed
• Challenges Front Office staff to utilize yield management, occupancy and average room rate to maximize room revenue
• Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation
• Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies
• Analyses the rate variance report to ensure proper room rate and revenue control
• Analyses credit check report daily for possible doubtful accounts

The Front Office Manager manages and co-ordinate Front Office operations to provide efficient, prompt, courteous, trouble free and proactive service to guests; hence maximize room revenue and guest satisfaction. All work will be in line with the hotel’s guidelines and business plan, the departmental business plan, and the Radisson Hotel Group’s corporate guidelines as well as Symphony Style Hotel brand and service concepts.
• Achieves guest satisfaction and room revenue goals by supervising the Front Office operation
• Ensures that Front Office is staffed according to need by utilizing business forecasts to schedule employees
• Oversees and participates in the prompt and courteous check-in and check-out of guests
• Addresses questions or problems pertaining to customer room accommodations and rates
• Aids in planning for meetings and special events by meeting with individual customers and convention representatives, and supporting the Director of Sales function at the hotel when not there
• Controls open and closed dates, availability and condition of rooms
• Keeps effective key control and participates in matters relating to customer room security
• Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions
• Controls room rates, and implements approved rate changes
• Monitors advance deposit and credit procedures
• Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve
• Brings major needs for repair to the attention of the General Manager
• Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests
• Blocks rooms for VIP’s and special guests
• Is proficient in all Front Office procedures to be a resource when needed
• Challenges Front Office staff to utilize yield management, occupancy and average room rate to maximize room revenue
• Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation
• Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies
• Analyses the rate variance report to ensure proper room rate and revenue control
• Analyses credit check report daily for possible doubtful accounts