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Standard Operating Procedures

DIVISION : Front Office Manager DATE ISSUED: 07th Mar, 2016

DEPARTMENT : Front Office

SUBJECT : Front Office Manager Job Description

Purpose: Accountable for the effortless and seamless movement of guests in and out of the hotel and
providing exceptional levels of guest service through the guests stay. Act as Manager on Duty on
occasion and respond to emergency codes.

The Front Office Manager will be required to conduct their duties in a courteous, safe and efficient
manner, in accordance with the hotels policies and procedures, ensuring that a high level of service is


1. Profit and Loss

Assist in the daily maintenance of the room inventory status to achieve optimal levels of
revenues while maintaining high levels of guest expectations.

Work in conjunction with accounting to maintain and minimize levels of account receivables.

Responsible for budgeting, forecasting, financial planning and management of Front Office.

Activities center on identification of strengths and weaknesses, the development of plans and
strategies to ensure business development.

Report on a regular basis to General Manager on the performance of the Front Office against
budgets, sales and profit projections. Analyze variances and monitor the impact of initiatives
and corrective actions.

Responsible for sales to guests through the Front Desk and any actions taken by the incumbent
that can impact on the volume of business.

Responsible for direct link between efforts expended and decisions made and revenue generated
by Front Office.
Have control over the elements that determine profit and loss.

Responsible for all major operating expenses and has the capacities to set margins and manage
the business against profit projections.

Make decision that relates to profit and loss.

Responsible for the financial management of the operation.

2. Guest Satisfaction

Ensure all guests are being treated in an efficient and courteous manner that all Starwood standards
are being applied.

Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and

Ensure all Front Office quality standards are complied with and that policies and procedures are
consistently applied.

Coordinate activities with other hotel departments in order to facilitate increased levels of
communication and guest satisfaction.
Responsible for promoting the product and its services to the targeted customer / guest group.

Develop promotional programs, point of sales materials, merchandising activities.

Responsible for enhancing the product and service that is presented to the guest.

Able to make changes that respond to the marketplace and to guest needs, both present and

Recommend changes of the product and services. Use market research to develop new products and
3. Associate Satisfaction

Responsible for the hiring, training, and direction of new department associates.

Ensure the timely completion of performance appraisals.

Give direction and be responsible for the implementation of plans.

Monitor plans effectiveness and introduce changes in response to the marketplace, including
setting targets, planning and scheduling work and performance indicators that are typical
productivity and efficiency measures.

Able to exercise hire and fire discretion within Starwood policies.

4. Quality Assurance

Responsible for maintaining the quality of the product and ensure consistency in delivery and

Report on a regular basis to the General Manager on the performance of the Front Office against
operations and human resources performance. Analyze variances and monitor the impact of
initiatives and corrective actions.

Provide support of a specialist nature to the Executive Committee but particularly to the General
Manager and the Department Managers.

Work in support of team goals and measure effectiveness by the quality of decision making at the
senior level as well as through the profit and service performance at the individual unit level.

Supervise the activities and the service levels of the Concierge, Business Center, Front Desk,
Executive Club and Guest Service Center.

Conducts periodic departmental meetings.

Develops incentive programs.

Presents innovative ideas to hotel management.

Provide other duties and services as assigned by General Manager.

5. Training and Development

Manage the training and development of associates with an eye toward maximum associates
satisfaction, productivity and guest satisfaction.

Responsible for the selection, training and development of the associates.

Personally ensure compliance with all relevant Workplace Health & Safety and Occupational
Health & Safety legislation

To summarize, it is not the intention of this Job Description to limit the scope or responsibilities of the
above-mentioned, but to highlight the most important aspects of your position. It is essential that all
associates are committed to their jobs and the success of the enterprise, and maintain a willingness to
accept total flexibility of jobs and duties throughout the hotel.