Front Office Manager

GENERAL MISSION
- Behaves and acts in an exemplary fashion, embodying the brand mindset
- Ensures that guests' stay at the hotel runs smoothly, helping to provide guest satisfaction at all times thanks to his/her thorough knowledge of the hotel
- Ensures the respect of procedures and hygiene and safety standards
- Manages and motivates front office teams in line with the brand's recommended behavioral guidelines, in order to provide personalized high quality guest services
- Manages headcount and organization for optimum efficiency in compliance with legislation
- Helps the department meet its targets
- Helps increase hotel revenue through his/her sales efforts
- Is regularly available in the hotel lobby and reception
- Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage loyalty
- Anticipates guests' needs and takes them into consideration
- Handles any guest complaints that are not settled directly by members of the team
ADMINISTRATIVE RESPONSIBILITIES
- Ensures that invoicing and cash operations procedures are respected
- Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)
- Draws up the annual budget for the department, analyses result and implements any corrective actions required
- Manages the department's headcount for optimum efficiency
- Makes sure that norms, standards and indicators are properly implemented and carries out regular checks. Suggests improvements if necessary
- Trains the team to use the appropriate sales pitches and supervises implementation