Front Office Manager(Overnight Relief)

$37.50 per hour.  Overtime eligible.

Front Office Manager (Night Manager Relief)

Supervises Directly  

All front office personnel including guest reception, and bell staff and overnight staff.

Purpose

To assume full responsibility for the management of the day-to-day and long-term hotel guest reception, reservations, and telephone service operations, while maintaining established revenue, expense, and quality standards. To work with the Director of the Front Office to ensure an efficient operation that provides levels of service that consistently exceed visitor, guest, and ownership expectations. The individual must be hospitality oriented, with the ability to resolve customer issues, complaints, and problems in a quick, efficient manner and continuously improve the hotel's ability to anticipate our guests’ needs.

 Responsibilities

Front Office Manager Responsibilities include (but are not limited to):

• Active interaction with guests makes sure that guests are welcomed, checked in and allocated rooms quickly and politely.
• Always being available to handle issues or complaints.
• To uphold effective communication between front office staff with other departments (ie: housekeeping and reservations).
• To make sure that all charges are correctly entered on the guest's bill and that this is always up to date.
• To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
• To make sure that accounts are balanced daily.
• To make sure effective and speedy check-out procedures.
• To make sure that luggage is delivered to and collected from rooms in a timely manner.
• To make sure that inquiries, messages, and bookings are dealt with courteously and efficiently.
• To make sure that incoming and outgoing telephone calls are handled promptly and courteously.
• To make sure that all Front of House staff are always correctly dressed.
• To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
• To make sure that all Front of House areas are always clean and orderly.
• To make sure that newspapers and parcels are delivered to rooms without delay.
• To provide accurate and timeliness submission of all reports and administrative work.
• To continually develop original and fresh techniques to enhance the guest service by monitoring trends within the industry and making suggestions on how these could be implemented.

Night Manager Duties and Responsibilities:

• Manage and monitor activities of all overnight employees  making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
• Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.
• Conduct Briefing for all staff during Night Shift.
• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. 
• Always maintain a professional and high-quality service-oriented environment.
• Ensure the accurate completion of the daily night audit in a timely fashion. 
• Must be able to perform the full night audit if needed.
• Oversee preparation of daily summary reports.
• Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.
• Be aware and able to enforce all fire-life-safety procedures. 
• Remain current in all updates with regards to new procedures and training. 
• Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.

 Qualifications / Job Requirements

• Flexibility to work night shifts and cover the role of Night Manager Relief when needed.
• Previous experience in hotel management, with a strong background in guest services
• Excellent communication and interpersonal skills
• Proficiency in Opera PMS
• Strong organizational and problem-solving abilities
• Effective leadership skills with the ability to hire, train, coach, guide, reward and develop staff, with emphasis on continuous improvement in guest service quality.
• Ability to build effective relationships with senior managers, team members and guests.
• Excellent oral and written English communication skills a must; second language is desirable.
• This position requires a flexible schedule based on business demands.
• The ideal candidate will possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast-paced environment.
• Strong skills for analysis and problem-solving.
• Strong attention to detail and organization skills.
• Strong administrative skills, to include business writing, mathematics for basic accounting and knowledge of Microsoft Office programs.
• Union experience preferred.