Responsible for the management and accountability of the front office operations. Ensuring the highest standards of customer service are delivered and budgeted revenue and profitability are achieved. Ensuring the smooth running all the front of house operations through communication and in providing an excellent environment for guests and staff across all areas of the hotel. Maximises revenue for bedrooms, ensuring all revenue avenues are explored and utilised and all reservations are carefully input. Ensures
forecasting and reporting are accurate and revenue targets are met. Ensures reservation process is fully mapped out for all team members, and guest satisfaction tracked and improved. Ensures all PCI and GDPR requirements are met.
JOB SPECIFIC
Operational
- Ensures that the department works to the Departmental SOPs to deliver excellence of customer service at all
times, particularly paying attention to the reservations and pre-arrival process - Proactively communicates with all operational departments to ensure that all customer information is
distributed as required for all departments to exceed the customers’ expectation - Co-ordinate all aspects of the guest liaison, from check-in, check-out to taking guests to their room and
dealing with with any guest queries, ensuring the name is being used - Identifies any potential problems and/or VIP requests and deals with any customer complaints in an effective
and efficient manner - Ensures all incoming emails and reservations dealt with promptly, efficiently and accurately
- Ensures that all correspondence is filed accurately and can be retrieved promptly
- Ensures that bookings for each day are checked prior to arrival for accuracy and confirmations
- Ensures all reservations are tracked correctly for statistical purposes and all guest profiles are utilised as much
as possible - Drives the team to deliver all aspects of their role to meet and exceed standards and expectations.
- Ensure all VIP requests are dealt with accurately and that every effort is taken to ensure they receive
appropriate service - Manage the PMS system (Guestline) including room allocations
- Train members of the department and other employees as and when required, and specifically in relation to
new procedures and information - Ensures staff attend inter-departmental meetings as required and encourages staff to voice ideas and
opinions that may be helpful to the hotel or department - Ensure all relevant reports are prepared e.g. Daily Brief, Dinner booking sheet including a handover/DM log
- Briefs staff on any new promotions/internal issues of which they need to be aware
- Liaise with Housekeeping and Maintenance ensuring that any guest feedback is actioned and that the room
stock is kept updated/maintained - You are expected to be presentable at all the times
- Is fully aware of, competent in, and follows at all times: Hotel fire procedures; Hotel security procedures;
Hotel health & safety policy and procedures; Hotel facilities and opportunities to promote these to
customers; Hotel and departmental operational standards and procedures; Short- and long-term sales and
marketing promotions; Customer service standards; Company and Hotel performance and conduct
guidelines, policies and procedures.
Sales/Revenue
- Working closely with the Hotel Manager, Brand Director and Sales Executive to ensure full knowledge of the
hotel’s revenue management and rate strategy and that any actions are followed up promptly and sales and
promotional activities are in place to maximise bedroom revenue - Together with the management team develops, implements and evaluates the hotel’s general business plan,
hotel budget and objectives programme to ensure optimum guest satisfaction, sales maximisation and
profitability on an ongoing basis - Monitors historical, present and future trends, practices and systems in the hotel industry to ensure that the
revenue strategy is competitive in the marketplace - From the above stay abreast of the revenue forecast to understand and report possible low periods so action
can be taken - Ensures correct pricing positioning and strategy is in place, in line with the direction given by the Brand
Director and Hotel Manager - Perform show arounds of hotel to agents and corporates when required
- Send social media activity to sales & marketing for social media updates
- Generate new sales leads through front office department and follow up to ensure we secure the business
and passing these on to the Sales Executive - Negotiates, within the limits of authority, rates with potential hotel guests
- Drive the sales culture in the hotel through active involvement in the sales process
- Weekly forecasts and communicates of any revenue related issues in the revenue meeting
- Maintains ideal inventory levels on the reservations management system at all times
- Encourages up-selling in order to maximise rates
- With the Brand Manager, develops relationships with key travel agents in order to achieve the best service,
and maximum return for the hotel
Financial & Admin
- Daily check of the previous day’s work; posting deposits, cashiers reports, and petty cash receipts. Ensure
credit cards balance bank to PMS - Achieve targets for revenue and sales growth and assist in attaining the budgeted profit
- Prepare various reports as will be from time to time required
- Resolving any queries regarding invoices and payments.
- Controls commission statistics for travel agents and ensures accurate tracking of these
- Liaises with the Accounts department regarding credit issues and control of poor accounts/account problems
- Ensures all commissionable reservations/travel agents are tracked accurately in order to avoid excess
commission payments - Follows up cancellations/non-arrival policy in order to gain additional revenue
- Prepare daily reports as required and reconcile shift transactions.
- Manage guest payments, invoices, receipts and follow up any outstanding bills/invoices keeping the ledgers
within 30days - Reconcile petty cash and ensures that all floats are signed in/out and are maintained at the agreed level
Human Resources
- Utilises leadership skills and motivation to maximise employee productivity and satisfaction
- Training and motivating the receptionists, ensuring a consistently high standard of guest service
- Managing the day to day operations of the front office department
- Mentor and develop Front office staff; provide learning opportunities by assigning new tasks in all Front of
House responsibilities - Maintaining front office standards and trainings and conduct 1-1’s and monthly meetings as required
Health & Safety/Legislation
- To be constantly vigilant in respect of Health & Safety issues and report risks
- To be constantly vigilant of security risks and immediately report any suspicious incidents
- Is constantly vigilant in respect of Health and Safety risks and reports issues
- Attends all fire, health and safety training as requested
- Is constantly vigilant of security risks and immediately report any suspicious incidents
- Is mindful of GDPR and confidentiality with regards to guest & employee personal data and complies with the
current GDPR and PCI legislation - Undertakes other duties from time to time as may be required
Vacancy Details
- Job Type: Reception Manager
- Job Hours: Full-time, Permanent
- Salary: Up to £30,000.00 per year
Benefits
- Company events
- Discounted or free food
- Employee discount
- On-site parking
- Gratuities
Expected start date
- Immediate