Front Office Manager

PERSONNEL/ADMINISTRATION

• Shift Planning: works out the shift plan for his/her area, including days off and vacation planning. Is responsible for sufficient staffing at all times. Is controls the working time of all staff in coordination with the Personnel department.
• Training: Responsibility for the introduction of all new staff and working out of the relevant Introduction Program.
• Uniforms: He/she is responsible for the neat and clean appearance of his/her staff. Monitors his/her staff for correct uniforms.
• Appraisal / Qualification: He/she qualifies all staff regularly to give them feedback on their performance

RECEPTION

• The FO Manager is responsible for a smooth and correct administrative operation.
• Repeat Guest Data Base: He/she is personally responsible for a correct and updated database within the FIDELIO system, for address material for foreigners as well as locals and residents, according to the selection standards of the Hotel.
• Guest Receiving: He/she is responsible for the correct welcoming of all guests. He/she monitors check-in, also for groups, and gives total attention and dedication to customers.
• Taking care of customers: The Front Office takes care of “Concierge” service as well. The FOM is concerned about offering a wide information scale.
• Together with the Guest Relation Officer and cashier he/she supervises the organization and sales of all sorts of guest activities and the correct handling and charging.
• He/she is concerned with taking special care of any kind of VIP treatment according to internal regulations and standards.
• To effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinates proper actions with other departments, informs General Manager re. serious matters
• Messages: He/she monitors and assures proper and fast handling of any kind of messages for hotel guests.

OPERATOR

• He/she is responsible for smooth and professional operation of the telephone department.
• Makes sure all defined standard procedures are applied by all operators.
• Makes sure of quick and professional connecting, especially for incoming long-distance calls.

PORTER/BELL CAPTAIN/DOOR BOYS

1. He/she coordinates their working schedule and makes sure they are updated with needed information regularly.

GENERAL / MISCELLANEOUS

• Coordination and information with Housekeeping, Engineering, and Guest Relations.
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency that may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Front Office department in conjunction with the Personnel & Training Manager.
• Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
• Maintains a monthly overview of the vacation- and public holiday balance of all his/her staff and delivers a monthly consolidated summary to HR. Manager.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.
• Comply to all work-related instructions as it may arise.