Achieves customer satisfaction and rooms revenue goals by supervising Front Office employees
Is proficient in all Front Office procedures
Utilizes supervisory skills and motivation to maximize employee productivity and satisfaction
Recommends to Front Office Manager how to improve guest service and efficiency in Front Office operations
Supervises and participates in the prompt and courteous check-in, check-out and servicing of guests
Records in the log book any incidents occurred in the hotel and follows-up with the department concerned
Communicates open and closed dates, availability and condition of rooms to appropriate individuals
Knows current rooms availability, and is familiar with future availability
Keeps effective key control
Ensures that guest mail and messages are delivered promptly
Controls room rates, and brings rate changes in the attention of the Front Office Manager
Oversees the proper handling of advance deposits
Runs a credit check report, and analyses it for possible doubtful accounts
Checks that discounts, billing instructions, and credit policies are followed, and takes action when needed
Authorizes paid-outs and discounts
Makes sure Front Office employees utilize yield management to maximize room revenue
Checks the daily arrival list, and makes necessary preparations if hotel is sold out
Informs the Front Office Manager on VIP guests and returning guests, and follows-up on VIP lists and room blockings
Orders VIP gifts for the following day’s arrivals
In the absence of Department Heads, takes disciplinary action when required.
Investigate all walk-outs, and complete relevant forms
Deals with all incoming telefaxes and telexes after office hours
Completes all forms in cases of accident or theft in the hotel during the shift
Brings needs for repair to the attention of the Front Office Manager
Lives the Yes I Can values
Ensure the 100% Guest Satisfaction
Manages the RHG membership enrollments

Front Office Service Manager

About the role