Front OfficeUncategorized

Duties & Responsibilities Of Front Office Manager/Front Desk Manager

Front office manager must be a skilled planner who channelizes the various resources viz people, money, time, work methods, materials, energy and equipment to suit the objects of the property. He should maintain cordial relationship between the front office and other hotel divisions and departments by encouraging communication between all areas of responsibility.

Generally, a front office manager’s position is intended to ensure the satisfaction of each of the guests that cross the front doors. They are responsible for the hiring, training and scheduling of the front desk team and oversee many of the daily functions that the front desk staff will be performing. Complaints and requests from guests often fall onto their desks as well as dealings with vendors and billing and payment management of both customer and hotel accounts.

Basic Function:

To supervise all front office personnel and ensure proper completion of all front office duties.

Duties & Responsibilities:

• Evaluate and decide the need of personnel in the department.

• Participate in the selection of Front Office personnel.

• To train & update staff skills.

• Schedule the staff duties.

• Supervise & help workloads during shifts.

• Evaluate the job performance of each front office employee.

• Maintain working relationships and communicate with all other departments.

• Maintain master key control.

• Check room status.

• Resolve guest problems quickly, efficiently and courteously.

• Update and monitor group information and requirements.

• Review credit limit report.

• Enhance all cash handling, other modes of payment and credit policies.

• Works within the allocated budget for the front office.

• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.

• Enforces all cash-handling, check-cashing, and credit policies.

• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.

• Checks cashiers in and out and verifies banks and deposits at the end of each shift.

• Conducts regularly scheduled meetings of front office personnel.

• Prepare performance reports related to front office.

• Upholds the hotel’s commitment to hospitality.

• Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.

• Ensure implementation of all hotel policies and house rules.

• Prepare revenue and occupancy forecasting.

• Prepare revenue and occupancy forecasting.

• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

• Maintain required parts of all front office and stationary supplies.

• Monitor high balance guest and take appropriate action.

• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.

• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

• Monitor all V.I.P ‘s special guests and requests.

• Perform other duties as requested by management.

• Review Front office log book and Guest feedback forms on a daily basis.

• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

• Review daily front office work and activity reports generated by Night Audit.

• Acting as liaison between General Manager and staff.

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