Front Office Manager

3 days ago

Hurghada, Red Sea, Egypt Orascom Hotels Management Full time 17,000 - 35,000 per year

PERSONNEL/ADMINISTRATION

  • Shift Planning: works out the shift plan for his/her area, including days off and vacation planning. Is responsible for sufficient staffing at all times. Is controls the working time of all staff in coordination with the Personnel department.
  • Training: Responsibility for the introduction of all new staff and working out of the relevant Introduction Program.
  • Uniforms: He/she is responsible for the neat and clean appearance of his/her staff. Monitors his/her staff for correct uniforms.
  • Appraisal / Qualification: He/she qualifies all staff regularly to give them feedback on their performance

RECEPTION

  • The FO Manager is responsible for a smooth and correct administrative operation.
  • Repeat Guest Data Base: He/she is personally responsible for a correct and updated database within the FIDELIO system, for address material for foreigners as well as locals and residents, according to the selection standards of the Hotel.
  • Guest Receiving: He/she is responsible for the correct welcoming of all guests. He/she monitors check-in, also for groups, and gives total attention and dedication to customers.
  • Taking care of customers: The Front Office takes care of "Concierge" service as well. The FOM is concerned about offering a wide information scale.
  • Together with the Guest Relation Officer and cashier he/she supervises the organization and sales of all sorts of guest activities and the correct handling and charging.
  • He/she is concerned with taking special care of any kind of VIP treatment according to internal regulations and standards.
  • To effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinates proper actions with other departments, informs General Manager re. serious matters
  • Messages: He/she monitors and assures proper and fast handling of any kind of messages for hotel guests.

OPERATOR

  • He/she is responsible for smooth and professional operation of the telephone department.
  • Makes sure all defined standard procedures are applied by all operators.
  • Makes sure of quick and professional connecting, especially for incoming long-distance calls.

PORTER/BELL CAPTAIN/DOOR BOYS

  1. He/she coordinates their working schedule and makes sure they are updated with needed information regularly.

GENERAL / MISCELLANEOUS

  • Coordination and information with Housekeeping, Engineering, and Guest Relations.
  • Ensures all staff is thoroughly familiar with the Hotel's emergency procedures and in a state of preparedness for any emergency that may occur.
  • Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Front Office department in conjunction with the Personnel & Training Manager.
  • Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
  • Maintains a monthly overview of the vacation- and public holiday balance of all his/her staff and delivers a monthly consolidated summary to HR. Manager.
  • He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
  • Assumes responsibility of Duty Manager when scheduled to do so.
  • Other duties as assigned.
  • Comply to all work-related instructions as it may arise.

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