Front Office Manager

Job Description

AREAS OF RESPONSIBILITY

Participates in the development and implementation of business strategies for the hotel which are aligned with Radisson’s overall mission, vision values and strategies

Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel’s goals

Monitors status regularly and adjusts strategies as appropriate

Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas

Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals

Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate

Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel

Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly

Ensures front desk handles billing and cash in accordance with hotel’s standards

Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments

Ensures front office is in compliance with all hotel policy and procedures

Recruits and selects qualified candidates

Provides employees with the orientation and training needed to understand expectations and perform job responsibilities

Communicates performance expectations and provides employees with on-going feedback

Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

Performs other duties required to provide the service brand behavior and genuine hospitality

Keeps General Manager promptly and fully aware of all problems or unusual matters of significance

Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position

Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment

At all times projects a favourable image of the Hotel to the public

Works in conjunction with the Human Resources Department to ensure that all HR initiatives, both at corporate and hotel level are implemented and adhered to in a pro-active and professional manner

REQUIREMENTS

Minimum one - three years experience front office experience

High school diploma required, bachelor’s degree preferred

Strong computer systems skills including; reservations and reporting systems

Strong financial acumen

Excellent communication skills, ability to influence situations

Able to collaborate effectively with other hotel employees and managers to ensure teamwork

Strong Microsoft Office suite and reporting system skills

Ability to work a flexible schedule