Front Office Manager
Peniel Apartments Limited
Abuja , Nigeria
1d ago
source : Fuzu

Job Description

  • The occupant of this role will supervise the day-to-day operations of the front office and business development activities within the organization.
  • He / she will be responsible for guest management, training and staff management as well as be partly responsible for revenues at the hotel.
  • Education & Training

  • A Bachelor’s Degree in Hospitality or similar certification
  • Knowledge & Experience :

  • A minimum of 10 years experience in the hospitality industry, at least m
  • Good understanding of procedures and practices in the hospitality industry.
  • Skills & Abilities :

  • Proficiency in the use of Opera HS software is a MUST
  • Outstanding customer service skills
  • Complaint handling and conflict resolution skills
  • Good personal presentation and professionalism
  • Excellent written and verbal communication skills.
  • Strong organizational and time management skills.
  • Good leadership and training abilities.
  • Duties & Responsibilities

  • Work to implement required Standard operating procedures at the front office as approved by management
  • Supervise staff and all front office activities including reservations, booking and check-in while ensuring the effectiveness of the process
  • Train, cross-train, and re-train all front office personnel.
  • Participate in the selection of front office personnel.
  • Monitor work Schedules and shift roasters for the front office staff.
  • Supervise workload during shifts.
  • Evaluate the job performance of each front office employee.
  • Conduct regularly scheduled meetings of front office personnel.
  • Prepare performance reports related to front office.
  • Review daily front office work and activity reports generated by Night Audit.
  • Review and complete credit limit report after gaining approvals from management.
  • Verify that accurate room status information is maintained and properly communicated.
  • Resolve guest problems quickly, efficiently, and courteously.
  • Routinely solicit for feedback from guests via the guest feedback process.
  • Submit weekly guest contact list regardless of whether or not sales was made.
  • Standardize existing promos and document them.
  • Provide guests information about the offers and special deals
  • Send promo sales information to potential guests
  • Submit monthly reports on the number of enquiries that were successfully converted to sales at the front office
  • Utilize the database of guest accounts for telesales , email marketing and promo sales purposes
  • Ensure the updated with a minimum addition of 30-50 guests on a monthly basis
  • Submit a report on the updated database on a monthly basis stating details of new additions and utilization.
  • Work within the allocated budget for the front office.
  • Uphold the apartment’s commitment to hospitality.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
  • Monitor selling status of house daily. I.e. flash report, allowance etc.

  • Prepare revenue and occupancy forecasting.
  • Monitor high balance guest and take appropriate action.
  • Via the use of database analytics and review of feedback form, generate monthly reports on occupancy showing the number of first time guests, return visits and revived customer relationships.
  • Prepare and submit quarterly reports on guest segmentation, feedback and observation and proffer suggestions for process improvements.
  • Carry out periodic self-audits on the department to determine the implementation status of all approved improvement processes.
  • Ensure implementation of all apartments policies and house rules.
  • Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
  • Ensure accurate input of data on opera to maximize its reporting value.
  • Maintain working relationship and communicate with all departments.
  • Document the procedures for checking if guests’ accounts are funded and the steps to follow if the accounts are not funded.
  • Maintain schedules showing the status of each guest’s account and update as required.
  • Check cashiers in and out and verify banks and deposits at the end of each shift.
  • Enforce all cash-handling, check-cashing, and credit policies.
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