This action might not be possible to undo. Are you sure you want to continue?
It is the department that makes a perfect impression on the guest and one that the guest relies on throughout his/her stay for information and service.
Front Office Manager The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The FOM usually works a regularly scheduled front desk shift and must be available to work any shift as needed. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. Front Office Concierge The concierge is available to answer any guest inquires regarding the city, events, and attractions. This individual will provide exceptional customer service to all of our guests and will support other departments including Sales, Front Office, and Bellman/Van, as needed. Guest Service Agent Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. However, the realm of responsibilities will extend beyond that of a typical front desk agent. This allows the Guest Service Agent to expand their skill sets and work in a fast paced environment with new challenges daily. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
Night Auditor Night Auditors are responsible for the front desk operation during the overnight shift. Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks. Night Auditors must be able to work independently and with minimal supervision. They must also be able to problem solve and troubleshoot in order to resolve guest issues that may arise and respond to emergency situations.
The front office operation consists of four primary activities that are known in the lodging industry by the following term: 1. Check-in Check-in refers to a process by which people become guests in a lodging establishment. Check-in takes place in a reception area or front desk. Here, guests register, are assigned accommodation, and pick up keys for these accommodation. 2. Information The goal of the information activity in a hotel or motel is to serve the special needs of the guests and employees for information about: Guests Goods and services 3. Check-out Check-out refers to the process by which the guests terminate their status as guests of a lodging establishment. The goal of Check-out activity in hotels, motels, and other lodging operations is to accomplish the process.
Front Office Manager Job Purpose Reporting to the Rooms Division Manager, the Front Office Manager is in charge of reception and the switchboard. To be responsible for welcoming guests and handling any complaints. In doing so, he or she:
• • • •
Supervises reservations and the allocation of bedrooms with the Executive Housekeeper Monitors the customer accounts and till accounts Applies and ensures the application of the sales strategy to maximise occupancy and average room price Co-ordinates the reception team, organising its work and schedules
• • • •
To monitor the quality of welcome extended to guests To recruit, train and motivate the members of the his or her team To ensure that all hotel standards and procedures are applied To manage daily billing and payments
• • • • • • • • • • • • •
Use of Windows The ability to train and motivate a team The ability to be available to work nights, weekends or public holidays Sales ability Hospitality Adaptability: coping with the diversity of customers and their needs Self-sufficiency Self-control: handling complaints Good relationship skills Team leadership Good memory: remembering guests Taking the initiative Discretion
• • • • •
From A-levels to 2 years’ further education to HND standard or similar in Hotel or Tourism studies 4 years’ experience of reception Fluency in a second language is an advantage Good general level of education Significant experience of Fidelio (reservations system)