Job Specification: Front Of House Manager

Administrative responsibilities

Track, update and pursue cash and account clientele including: Expected Payments, Tax Exemptions, Deposits and Pending Bills.

Management of Maintenance and filing of all Front of House documentation, including both active and archived folders.

Updating monthly statements accordingly – reporting directly to management.

Ensure all account records are managed meticulously and maintained up to date.

Handle and oblige by billing procedures & protocols to ensure that clientele is provided with an accurate reading of the services provided.

Input into reservations, room rates, the drawing of quotations and relevant follow-ups to clients.

Controlling and servicing all corporate events for conference clients, handling conference facilitators and monitoring that all delegates are delighted with the services provided.

Establish and maintain exceptional relationships with clients, improving communication between customers and the Hotel.

Managing our online reservations system to ensure that all reservations are prepared and catered for on a timely manner.

Operational Responsibilities

Maintain effective cost controls in all areas.

Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction. Including operational management of Gensets, Utilities, Fleet, stock control etc.

Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.

Work alongside all HODs to ensure the smooth running of the day-to-day operations.

Conduct regular operations meeting with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.

Deputise for the General Manager in her absence and at various meetings & events.

Be responsible for maximising profit through the consistent delivery of the highest standard of service.

Ensure consistent implementation and review of SOPs throughout all Departments.

Be responsible for all the day-to-day queries, complaints or problems that arise in the hotel.

Monitor the hotel functions book and familiarise yourself with all updates & amendments.

Liaise daily with the GM and Senior Operations Manager to forecast Hotel business on a weekly basis and plan accordingly.

Maximise financial opportunities and achieve pro-active up-selling environment throughout the hotel.

Carry out Duty Management shifts as required.

Conduct regular Emergency Routine walks/checks and Health & Safety audits.

Promote a positive employee relations culture through effective communication and regular team meetings.

Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.

Ensure that reasonable care is taken for the Health and Safety of yourself, other employees, guests and any other persons on the Hotel premises.

General Responsibilities

Representing the company in a flawless manner to uphold our brand image and improve brand loyalty.

Managing the wellbeing of your colleagues to ensure that the team is working cohesively and progressively as per their unique training regimens.

When required, welcoming visitors by greeting them in person or on the telephone and answering or referring inquiries.

Maintaining security by following procedures such as monitoring logbook etc.

Monitoring the services provided to clients throughout their stay at the Hotel, from check-in to check-out, including catering requirements, tourist activities, corporate requirements & entertainment requirements.

Handling the wellbeing and customer excellence of all clientele stemming from our online tour providers and conferencing delegates followed by a post check-out follow up to ensure that they were happy with their stay and/or decipher any areas for improvement.

Pursue guest feedback to ensure that our customer service targets are tangibly achieved with positive written reviews and word-of-mouth promotion.