Front Office Manager (Saudi National)

Job description / Role

PRIMARY OBJECTIVE OF POSITION
– Under the direction of the Rooms Division Manager, manage and co-ordinate Front
– Office operations to provide efficient, prompt, courteous, trouble free and proactive service to guests; hence maximise rooms revenue and guest satisfaction.
– All work will be in line with the hotel’s guidelines and business plan, the departmental business plan, and Radisson SAS corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES
– Manage and coordinate front office operations to provide the
– Highest standard of service
– Achieves guest satisfaction and rooms revenue goals by supervising the Front Office operation
– Ensures that Front Office is staffed according to need by utilising business forecasts to schedule employees
– Oversees and participates in the prompt and courteous check-in and check-out of guests
– Addresses questions or problems pertaining to customer room accommodations and rates
– Aids in planning for meetings and special events by meeting with individual customers and convention representatives, and supporting the Director of Sales function at the hotel when not there
– Controls open and closed dates, availability and condition of rooms FOM 2
– Keeps effective key control and participates in matters relating to customer room security
– Ensures that guest mail and messages are delivered promptly by overseeing mail and message delivery functions
– Controls room rates, and implements approved rate changes
– Monitors advance deposit and credit procedures
– Responds orally to positive and negative comments expressed in comments from guests, and in comment cards, and develops strategies to improve
– Brings major needs for repair to the attention of the General Manager
– Checks the arrival list, conference guest list, and VIP list and informs appropriate individuals on returning guests, VIP’s and special guests
– Blocks rooms for VIP’s and special guests
– Is proficient in all Front Office procedures to be a resource when needed
– Challenges Front Office staff to utilise yield management, occupancy and average room rate to maximise room revenue
– Controls and analyses departmental costs on an ongoing basis; takes action to control negative deviation
– Monitors Front Office activities regarding discounts, billing instructions, and compliance with hotel credit policies
– Analyses the rate variance report to ensure proper room rate and revenue control
– Analyses credit check report daily for possible doubtful accounts

MANAGING THE FRONT OFFICE TEAM
– Utilises leadership skills and motivation to maximise employee productivity and satisfaction
– Monitors the Front Office team’s overall service and team work daily and focuses on how to improve and increase service delivery efficiency
– Recommends to Rooms Division Manager how to improve guest service and efficiency in Front Office operations
– Analyses departmental financial reports, and takes corrective action and follow-up
– Helps Front Office staff increase REVPAR and Willingness to Return by increasing sales and average rate
– Checks and revises night clerk source of business report
– Coordinates billing with the Accounting Department
– Controls and pre-assigns rooms and arrangements for groups booked
– Provides effective sales effort at Front Office to maximise rooms revenue
– Maximises the total occupancy of Radisson SAS hotels in the area, by serving as a liaison with other Radisson SAS hotels
– Checks Front Office equipment periodically
– Maintains Front Office supplies

LAWS, REGULATIONS AND POLICIES
– Makes sure Front Office follows all applicable laws

FOM 3
– Keeps track on purchasing costs for department for maximum quality to lowest possible price
– Makes sure that Front Office deliver quality guest services within departmental and corporate standards and guidelines