Front Of House Manager

Vacancy posted: Monday, 17 October 2016

Salary: DOE
Location: Falkirk (Town)

Closing date: 10 November 2016

JOB TITLE:                           FRONT OFFICE MANAGER

Reporting to:                            Operations Manager

Responsible for:                        Night Manager & Team

Reception Team



ACCOUNTABILITIES:       To manage and ensure the smooth operations within the Front of House section, incorporating Reception and Night team ensuring the highest levels of service for guests.

Key Accountabilities:

  • Managing Daily Operations

To set the agreed standards of operation within the Front Office Department through leadership & communication within the team.

To establish the agreed standards within the Department through the introduction of a Standard Operating Procedure Manual and basing your training on this.

To constantly monitor standards of performance to ensure that the standards set down are being both applied and achieved, ensuring a professional, efficient, friendly and courteous behaviour at all times.

To ensure that the presentation of the Front Office staff is immaculate on all occasions, both uniform and personal presentation.

To ensure that the Guest Messaging System is efficient and punctual.

To review rooms allocation on a daily basis and ensure that the correct rooms are allocated to the VIPs and guests according to correspondence and request.

To have a full understanding of all rates, packages and special promotions ensuring that hotels terms of business are adhered to.

To review cash control procedures in your department on a weekly basis and report any anomalies

To compile an accurate weekly rota taking into consideration patterns of business, ability of staff, holidays, sickness and any other factors affecting the operation.

To have a full understanding of all room types, location, views, configurations and hotel facilities.

To ensure all in-house guest information is correct and up to date in the hotel computer system.

To ensure all guest billing is processed timely and accurately and documentation relating to such is kept in accordance with hotel policy.

To check, monitor and follow up all accounting requirements involving individual, function and group postings and payments in accordance with the hotel’s accounting procedure.

To allocate rooms in conjunction with the Reservations Department, ensuring the maximum revenue will be yielded.

To ensure the day’s arrival correspondence is maintained with care and any previous correspondence is returned to the Reservations department.

To ensure that the Night Auditors are fully trained in all revenue and report producing procedures.

To ensure all complaints are dealt with within 24 hours and relevant information forwarded onto to management.

  • Communication

Ensuring that the hotels communication policy is adhered to

Communicating with the team regarding the day’s business

Department turnover and profit targets to be communicated to the team

Providing regular feedback to the team regarding service standards

  • Training & Development

All new team members to undergo departmental induction

Initial two-week training plan in place and implemented for new team members

All staff to receive 4 week, 3, 6 and 12 month personal performance reviews, reacting to training and
development requests

Managing training and development of all team members

  • People Management

Ensuring all team members comply with The Aurora Hotel Collection image standards

Ensuring that all team members comply with the company policies and standards, including Absence, Sickness, Poor Performance, Disciplinary and Grievance, code of conduct, house rules, correct use of company computers, smoking and drinking

Working with HR to ensure that recruitment is correct for the department

  • Health & Safety

Keeping up to date with all relevant legislation, ensuring all team members are trained in Health and Safety

Ensuring that overall standards of cleanliness and hygiene are maintained at all times in  
both front and back of house

Completion of departmental audits

Ensuring the team is represented on the H&S Committee

  • Miscellaneous

Carrying out Duty Management shifts as required

Being part of the fire team

Observation of all security, health and safety regulations

To undertake any other duty that may reasonably be requested of you

Key Performance Indicators

Mystery Guest Reports

Customer Comment Cards

Financial forecasting accuracy

SOP and System

Test call results

Training Records

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