JOB DESCRIPTION

Job Title Front Desk Manager

Department Front Office

Report to (Direct) Assistant Director of Front Office/ Assistant Front Office Manager

Report to (indirect) Director of Front Office/ Front Office Manager

Job Grade Grade 4

Population 3 Setting Out To Win Winning Through People Delivering Impressive Results

Competencies Understanding Hotel Operations Effective Communication Supervising Operations

Planning for Business Teamwork Adaptability
Understanding Differences Supervising People Drive for Result
Customer Focus

Job Summary:

As a Front Desk Manager you are responsible for the operations of Front Office with a primary focus
on overall operation at Reception, ensuring end of the day procedures and subsequent reports are
completed in an accurate and efficient manner

General Duties and Responsibilities:

 Elicit Guest feedback and preferences, regarding Hotel services and ensures action is initiated
on the same to maximize Guest satisfaction
 Ensure maximum room revenue through up-selling within stipulated guidelines, therefore
optimizing the sale of room inventory, while controlling room availability in high occupancy
periods
 Active involvement in promoting and selling companies loyalty program, Food & Beverage
events, in house facilities and Hotel company partners
 Lead and coach the team towards achieving the highest levels of exceptional Guest service and
colleagues satisfaction results, through the application of all corporate and property standards
and policies
 Ensure that all accounting auditing practices are in line with company practices, governmental
requirements and checks audits and registration cards before sending them to accounts
 Focus on a strong follow up and extra attention to the Police requirements in sending Guest
information as per provided standards, assuring no fines are received
 Handle Guest complaints and assists in maintaining smooth relationships between management
and Guests by resolving problems arising from Guest complaints and attending to their requests
or queries with dispatch immediately
 Know all the emergency procedures and general crisis situation management, including fire and
emergency procedures, procedures for handling of Fire Panel, ensuring Guest and staff safety is
followed by all team members
 Operate in a safe and environmentally friendly way to protect guests’ and employees’ health
and safety, as well as protect and conserve the environment
 Comply with the hotel environmental, health and safety policies and procedures

© Rotana Last updated: 31/01/2023 Page 1 of 2

 Approval

Additional to the above mentioned requirements as Employee will at times be expected to perform
tasks and duties outside of his/her scope of work as necessitated by work demand.

This document does not create an Employee contact. It is stressed in Business may require
alternative to this job description.

I ____________________, have fully understood the duties and responsibilities of this Job
Description and by signing below I confirm my acceptance of the same.

Signature :
………………………………..............................................................................................

Date :
………………………………..............................................................................................

________________________________________________
Director of Human Resources / Human Resources Manager

© Rotana Last updated: 31/01/2023 Page 2 of 2