Front Office Manager

2 months ago

Abu Dhabi, United Arab Emirates Rosewood Hotel Group Full time

**General Information**:

- Country/Region- United Arab Emirates- Province/City- Abu Dhabi- Location- Rosewood Abu Dhabi- Department- Rooms - Front Office- Job Type- Full-time Permanent- OVERVIEW/BASIC FUNCTION:
- Responsible for the management of all front office functions in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective associate.
- RESPONSIBILITIES:
- Maintains complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensures that standards are maintained at a superior level on a daily basis.
- Maintains complete knowledge at all times of:

- a. All hotel features/services, hours of operation.- b. All room types, numbers, layout, décor, appointments and location.- c. All room rates, special packages and promotions.- d. Daily house count and expected arrivals/departures.- e. Room availability status for any given day.- f. Scheduled in-house group activities, locations and times.- g. All hotel and departmental policies and procedures.- Meets with Front Desk Assistant Managers, Front Desk, PBX supervisors and Head Bellman on regular basis to review business status and ongoing projects.
- Accesses a function of computer system according to established procedures and standards.
- Answers department telephone within 3 rings, using correct greeting and telephone etiquette.
- Checks Front Desk and storage areas for proper supplies, organization and cleanliness. Instructs designated personnel to rectify and cleanliness/organization deficiencies.
- Establishes par levels for supplies and equipment. Completes requisitions to replenish shortages or additional items needed for the anticipated business.
- Monitors and ensure that Front Desk area, including lobby and concierge area, are kept clean and organized and manned at all times.
- Ensures that current information on rates, packages and promotions are available at the Front Desk and that all associate is knowledgeable on such.
- Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Reviews the previous day's occupancy, room revenues and labor hours.
- Is able to prepare and review weekly work schedules for all respective departments in accordance with associateing guidelines and labor forecasts. Adjusts schedules throughout the week to meet the business demands.
- Ensures that associate reports to work as scheduled. Documents any late or absent associates.
- Coordinates breaks for associate in the different department.
- Assigns work duties to associate in accordance with departmental procedures. Communicates additions or changes to the assignments as they arise throughout the shift. Identifies situations, which compromise the department's standards and delegate these tasks.
- Conducts pre-shift meeting with associate and reviews all information pertinent to the day's business.
- Inspects grooming and attire of associate; rectifies any deficiencies.
- Inspects plans and ensures that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Inspects Open Folio, PMs and open credits to ensure no outstanding amounts
- Constantly monitors associate performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectifies any deficiencies with respective personnel.
- Monitors the check-in/check-out process, ensuring agreement to hotel standards, anticipates critical situations and assists wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitors safe deposits box procedures; audits accuracy of cards with proper signatures and ensures availability of keys.
- Monitors guest mail collection and ensure that it is processed according to procedures.
- Monitors and ensures that express checkouts are processed through the system correctly in accordance with hotel checkout standards.
- Monitors the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assists associate with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with associate to ensure guest satisfaction.
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Promotes positive guest relations at all times.
- Ensures security of guestroom access.
- Monitors and ensures that all cashiering procedure comply with Accounting policies and standards:

- a. Contracted banks- b. Shortages/overages- c. Late charges- d. Petty cash/paid outs- e. Adjustments- f. Posting charges- g. Making change for guests- h. Cashing personal/travelers checks for guest- i. Payment methods/processing at check-in- j. Settling accounts- k. Closing reports- l. Cashier reports- m. Balancing r

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