Front Office Manager | Rose Wood

Front Desk
January 20, 2024

Job Description

Responsible for the management of Front Office (Front Desk, PBX, Front Services (Bell, Door, Golf cart and Shuttles), Night Audit & Guest Pre-Arrival) functions in accordance with Hotel standards.

Directs implements and maintains a service and management philosophy that serves as a guide to respective associates.  


Essential Duties and Responsibilities

  • ·         Inspect grooming and attire of associates ensuring they are in compliance with the Uniform and Grooming policy at all times while on duty; rectify any deficiencies
  • ·         Constantly monitor associate’s performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
  • ·         Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations, and assist wherever necessary to help alleviate the pressure and to process the guest expediently
  • ·         Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
  • ·         Assist associates with their job functions to ensure optimum service to guests
  • ·         Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
  • ·         Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
  • ·         Promote positive guest relations at all time
  • Monitor and ensure that all cashiering procedure comply with Accounting policies and standards:
  • Contracted banks
  • Shortages/overages
  • Late charges
  • Petty cash/paid outs
  • Adjustments
  • Posting charges
  • Making change for guests
  • Cashing personal/travelers checks for guest
  • Payment methods/processing at check-in
  • Settling accounts
  • Closing reports
  • Cashier reports
  • Balancing receipts
  • Dropping receipts of daily work
  • Securing banks at all times
  • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures.
  • Review the arrival report for accuracy and completeness.
  • Ensure that all VIPs are pre-registered according to standards.
  • Work closely with Housekeeping management to ensure the accurate status of each room, and readiness of rooms for check-in and to report guest concerns.
    • ·        Setting Departmental objectives, work schedules, budgets, policies and procedures per Rosewood Hotels and Resorts standards
    • ·        Ensuring staff has up to date knowledge of hotel products, services, pricing and policies
    • ·        Maintaining good communication and working relationships with all hotel areas
    • ·        Responding to guest’s special requests, needs, problems, issues and concerns and training staff in the response and resolution of guest matters
    • ·        Monitoring and controlling daily revenues and expenses; ensuring procedures are followed and proper controls are in place to minimize losses and expenses and maximize hotel profits
    • Handle all training for Front Desk/ Concierge agents as it relates to systems understanding and all cashiering policies for cash / credit handling of guest folios
    • Maintain complete knowledge at all times of all hotel features/services, hours of operation.
    • All room types, numbers, layout, décor, appointments, and location
    • All room rates, special packages, and promotions
    • Daily house count and expected arrivals/departures
    • Room availability status for any given day
    • Scheduled in-house group activities, locations, and times
    • All hotel and departmental policies and procedures
    • Check Front Office and storage areas for proper supplies, organization, and cleanliness
    • Instruct designated personnel to rectify and cleanliness/organization deficiencies
    • Ensure that current information on rates, packages and promotions are available
    • and that all associates are knowledgeable on such
    • ·        Prepares weekly work schedules in accordance with staffing guidelines and labor forecasts.
    • ·        Adjust schedules throughout the week to meet the business demands
    • ·        Assign work duties to associates in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department’s standards and delegate these tasks
    • ·        Inspect grooming and attire of associates ensuring they are in compliance with the Uniform and Grooming policy at all times while on duty; rectify any deficiencies
    • ·        Constantly monitor associate’s performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
    • ·        Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently
    • ·        Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
    • ·        Assist associates with their job functions to ensure optimum service to guests
    • ·        Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
    • ·        Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
    • ·        Promote positive guest relations at all time
    • Monitor and ensure that all cashiering procedure comply with Accounting policies and standards:
    • Contracted banks
    • Shortages/overages
    • Late charges
    • Petty cash/paid outs
    • Adjustments
    • Posting charges
    • Making change for guests
    • Cashing personal/travelers checks for guest
    • Payment methods/processing at check-in
    • Settling accounts
    • Closing reports
    • Cashier reports
    • Balancing receipts
    • Dropping receipts of daily work
    • Securing banks at all times
    • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures.
    • Review the arrival report for accuracy and completeness.
    • Ensure that all VIPs are pre-registered according to standards.
    • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
    • Review resumes for arriving groups; check-in/pre-registration procedures.
    • Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
    • Review requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping.
    • Ensure all closing duties for associates are completed before associates signs out.
    • Foster and promote a cooperative working climate, maximizing productivity and associate moral.
    • Review status of assignments and any follow-up action with on -coming Assistant Manager.
    • Energize up-sell programs
    • Authorizes “paid-outs”, rebates, personal checks, and direct bills to affect a consistent accounting control to maximize revenue and minimize expenses.
    • Is fully conversant in the hotel’s Emergency plans and to understand the role of all Front Office departments in all scenarios including but not limited to fire, storm, hurricane, evacuation and first aid procedures,
    • Conducts monthly probation reviews and yearly performance appraisals of designated associates.
    • Leads Forbes, LQA initiatives and Associate Engagement Survey initiatives in the department
    • Executes associate probation reviews and annual performance reviews.
    • Ensures that Rosewood Service standards are met by ensuring regular training is conducted per the Rosewood Training schedule and liaising with the property Training Manager
    • Ensures regular communications occurs by conducting Rosewood Daily Reviews and by conducting monthly communication meetings with associates
    • Ensures timely processing of department’s payroll and accurate attendance reporting
    • Attends managers’ meetings and operations meetings as required
    • Coaches and counsels associate for optimum performance and disciplines when necessary in accordance with the Collective Bargaining Agreement and the Associate Handbook
    • Monitors system problems maintain log of such and coordinate corrections with the I.T. Manager.
    • Ensures that Front Office logs are maintained
    • Ensures that the Night Audit function is covered.

Standard Responsibilities

·        Comply and adhere to the Rosewood & Rosewood Bermuda company policies.

·        Monitors that all Rosewood Hotels & Resorts’ and property standards are communicated, implemented and executed.

·        Develops and implements strategies to achieve guest service goals.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates.  It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Position Requirements, Skills & Knowledge

Location

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