Front Office Manager

İşin təsviri

Department: Front Office

Reports to: General Manager \ Operation manager

Adress\Location: Shabran city, Qalaalti Hotel & Spa

Requirements:

• At least 5 years of progressive experience in a hotel or a related field; 
• Computer skills (MS Office, Opera, 1C);
• Strong knowledge of azerbaijani, english and russian language;
• Proven, dynamic leader and self-starter;
• Honesty, integrity, passion for hard work and success;
• Detail obsessed and results driven;
• The ability to demonstrate exceptional Customer Service Skills;
• Maintain a warm and friendly demeanor at all times;
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner;
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests;
• Must be able to multitask and prioritize departmental functions to meet deadlines;
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner;
• Comply with Hotel Standards and regulations to encourage safe and efficient hotel operations;
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions;
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary;
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives;
• Must be able to maintain confidentiality of information.

Duties and Responsibilities:

Overview:

The Front Office Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing house revenue and occupancy.

Responsibilities:

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction;
• Motivate, coach, counsel and discipline all Guest Services personnel according to Hotel S.O.P.'s;
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Hotel S.O.P.'s;
• Develop employee morale and ensure training of Guest Services personnel;
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily room count. Monitor selling status of room daily, i.e. flash report, allowances, etc.;
• Participate in required M.O.D. program as scheduled;
• Review Guest Services staff's worked hours for payroll compilation and submit to HR on a timely basis;
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements;
• Ensure that no-show revenue is maximized through consistent and accurate billing;
• Maintain Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting;
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Hotel S.O.P.'s;
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments;
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.;
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming;
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Hotel S.O.P.'s;
• Ensure implementation of all Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff;
• Assist in preparation of revenue and occupancy forecasting;
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner;
• Must maintain constant communication with Housekeeping, Reservations and the Sales Manager;
• Ensure correct and accurate cash handling at the Front Desk;
• Follow and enforce all Hotel credit policies;
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees;
• Maintain and monitor "Lost and Found" procedures and policies according to Hotel standards.
• Establish and maintain key control system;
• Ensure participation within department for monthly Hotel team meeting;
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores;
• Monitor all V.I.P.'s, special guests and requests;
• Maintain required pars of all front office and stationary supplies;
• Review daily Front Office work and activity reports generated by Night Audit;
• Review Front Office log book and Guest Request log on a daily basis.

Salary and Benefits:

• Salary according company salary scale;
• Opportunity to work in a professional team with experience in famous hotel brands of the world;
• Possibility of discounts in numerous hotels and SPA centers under PMD Hospitality LLC;
• Opportunity to continue career in enterprises managed by PMD Hospitality LLC;
• Opportunities to participate in training and development programs;
• Medical insurance;
• Mobile phone and corporate number;
• Feeding 3 times a day;
• 2 times a week shuttle to Baku city;
• Place to stay.

How to join us?

Eligible candidates are requested to send their resumes to the e-mail address with "Front Office manager" in the subject line.

Email: [email protected]

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