Front of House Manager
Constance Moofushi
November 24, 2017
December 22, 2017
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Front Office, Front Office Manager
The Front Office Manager is responsible to provide leadership, direction, supervision and motivation to the Front Office Team, As such he is responsible for the smooth running of operations with regards to Front Desk, Guest Relations ,Concierge, Switchboard, Reservations as well as to the transportation of guests. 


Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described. 

1. General 
  • At all times offer graceful, personalized and caring service towards all guests.
  • To embody in all interactions with guests, passion and enthusiasm for service, focusing all attention on the guests
  • At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner
  • Always address the guests with their name, keeping eye contact and smiling
  • At all times take ownership of guests request and do not refer guests elsewhere
  • At all times adhere to the grooming and etiquette standards of the resort
  • Always display punctuality and good attendance as an act of responsibility towards the guest service and towards your colleagues
  • Always be courteous, considerate, supportive and respectful towards other team members of FO and rest of the resort. Treat others as you would like to be treated.
  • Ensure to keep yourself updated with the role of FO in Fire, Tsunami and First Aid standards , trough trainings
  • Attend all the trainings that you are assigned to within your department or on a resort level

2. Work duties 
  • Ensure Front Office Areas are in a good state of maintenance and cleanliness
  • Supervise of all aspects of Front Office operations established standards.
  • Produce all administrative and statistical reports required by RM or GM.
  • Plan the annual vacation schedule and keep time reports
  • Ensure that all complaints are immediately followed up on and communicated to the relevant departments and resolved within 24 hours
  • Ensure that all Front Office team members demonstrate proactive and enthusiastic guest care
  • Ensure that a complete and updated guest history system is maintained
  • Ensure that Shift Leader always actions all procedures as set down in the Shift Procedures
  • Ensure that structured handovers and briefings are carried out for each shift
  • Ensure that team members are rostered in accordance with Business needs and the Training Activities within the Hotel
  • Supervise Team Members' behavior and take immediate corrective action when behavior is below Hotel standards
  • Perform regular appraisals of the team members
  • Ensure that all accounting procedures area carried out in accordance with Hotel
  • Carry out weekly spot checks on cashiering and float balances
  • Liaise closely with Housekeeping to ensure that optimum number of rooms are available and all incoming guest requirements are met
  • Communicate regularly with the EAM and GM so as to keep them fully informed
  • Communicate with all the departments, keeping them informed concerning any arrangements affecting their area
  • Pro-actively sell and promote the various outlets and services of the Hotel to our guests
  • Ensure that the F/O supplies are reordered in a correct and timely system
  • Perform any other duties as assigned by Management

3. Management Duties 
  • Carry out skill and knowledge training, and asses further training requirements
  • Act as Duty Manager on a rotation basis
  • Ensure a supportive and learning working environment for the team members
  • Execute performance evaluation on 4 monthly basis
  • Perform any other duties as assigned by Management