Job Opportunities in Egypt
September 26, 2024
AccorHotel
الإسكندرية
FULL TIME
Front office Manager
Job Description
Reports To: Director of Rooms
Supervises: Front Desk Agents, Bell/Valet, Night Audit
General Purpose: The Front Office Manager is committed to guest service excellence and passionate about promoting the Rixos Hotel. Thorough and task-oriented, the FOM can complete menial and substantial tasks under various conditions. The Front Office Manager is multi-skilled and can hop into any position within their department at any time. The Front Office Manager should be skilled at creating a culture of care, concern, and accountability.
Specific Responsibilities
Qualifications
Reports To: Director of Rooms
Supervises: Front Desk Agents, Bell/Valet, Night Audit
General Purpose: The Front Office Manager is committed to guest service excellence and passionate about promoting the Rixos Hotel. Thorough and task-oriented, the FOM can complete menial and substantial tasks under various conditions. The Front Office Manager is multi-skilled and can hop into any position within their department at any time. The Front Office Manager should be skilled at creating a culture of care, concern, and accountability.
Specific Responsibilities
- Responds professionally and courteously to arriving, departing, and in-house guests with accurate and timely information and services.
- Responds to inquiries regarding hotel information and guest concerns.
- Supervises the daily operations of the Front Office personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
- Oversees all day-to-day operations of Front Desk and Bell/Valet staff, ensuring that all established front office and hotel policies are followed.
- Acts as a resource for supervisors, agents, and valet with all Front Office procedures.
- Tirelessly promotes to staff and guests, a cheerleader for the team and the brand.
- Facilitates guest arrival and departure during peak times to ensure a smooth transition into and out of the property.
- Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone
- Keeps abreast of all in-house and area functions to answer questions and concerns in person and on the telephone with timely and knowledgeable responses.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and provides follow-up with guests and log is completed.
- Oversees all Concierge duties completed by staff, from transportation services to package amenities and arrangements.
- Has complete knowledge of the hotel's emergency procedures.
- Implements new procedures and policies.
- Reviews any problems or concerns from the previous day's night audit and daily work. Addresses any issues with the entire staff or individual front desk associates, whichever is appropriate.
- Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.
- Conducts one-on-one meetings with front desk associates at least quarterly.
- Conducts necessary progressive disciplines according to policy
- Coordinates with the Rooms Manager to conduct annual reviews promptly.
- Back up for Rooms Manager during an absence.
Qualifications
- Strong leadership skills.
- Good eye for detail.
- Excellent organizational skills.
- Able to draw ideas from the supervised team, develop and put them into action
- Thrives in a fast-paced environment where multi-tasking is normal.
- Enjoys people and has experience dealing directly with the public with an acquired general knowledge of basic customer service skills.
- Working knowledge of guest and hotel services, policies, or operations. Working knowledge is generally learned on the job.
- Possesses a talent for developing positive connections with guests, resulting in fewer recovery instances and more effective problem resolution.
- Tactful and empathetic in stressful and highly emotional situations.
- Understand hotel front office procedures completely.
- Understands standard cash handling procedures and operation of computerized cash register systems.
- Excellent verbal and written communication skills, with the comprehension and literacy required to review and respond to correspondence, initiate reports, conduct training, etc.
- Proficient with computer systems, Microsoft Office suite, Opera PMS, POS, etc.
- Must pass a background check.
- High School diploma or equivalent.
- Minimum of 5 years of previous experience in Hospitality management.
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