|Location: STEVENAGE, HERTFORDSHIRE||Salary: 18000.00 - 25000.00 GBP Per Annum|
|Sector: Hospitality & Leisure||Job Type: Permanent|
|Shift Type: N/A||Applications: N/A|
|Posted: 12 months ago||Reference: 3060519|
The front office manager and his/her team are the first and last persons a guest see and can affect their entire stay. It is of the utmost importance that the manager and his/her team are friendly and courteous. The manager should be able to assist the guest with any special requests or be able to direct the guest to the appropriate area where the guest’s needs are most fully met. The front office manager is also responsible for ensuring that all members of the front office team are competent to be able to deal with all problems and situations they may encounter.
Ability to deal effectively with staff, guests and contractors.
Liase with the Sales/Reservations departments and ensure that all daily/weekly reservations have been entered into Opera and are correct or adjusted accordingly.
Ensure that tariff postings are checked daily ensuring that the correct complete package & rates are being posted to the individual accounts.
Check in Opera to ensure that special guest requirements are dealt with accordingly.
Check daily that day delegate rates are being posted to the correct account making any final adjustments.
To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene
To have a full and up-to-date knowledge of hotel products and services
To ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller’s needs
To provide prompt, friendly and efficient service during events which accurately meet customers’ needs
All customers and visitors feel their requirements are understood and are confident that the assistance or information given is accurate and meets their needs
To handle complaints promptly and professionally, demonstrating genuine care and concern
To maintain the cleanliness and hygiene of your department, its fixtures, fittings and equipment
To ensure all legal and statutory regulations and responsibilities are met in order to maintain a safe working environment for yourself, your colleagues and our customers
All staff are required to make themselves available for training and communication meetings for which advance notice will normally be given
Liaise with Reservations and Housekeeping to ensure guests receive the best possible service.
Ensure all documentation relating to the registration and checking out of guests is as per Standard Operating Procedure, S.O.P.
To assist in the motivation, training, education, appraisal and redevelopment of all staff and to help select and recruit staff when necessary, within the department.
To rota staff according to the business needs.
To monitor daily, existing business, sales mix, customer segmentation and average spends to ensure this meets or betters the market plan. To assist in the operations of the hotel sales, e.g. maintaining a good relationship with corporate clients and assisting with any sales projects etc. To liaise with other departments in the hotel, with regard to customer requirements and to inform them of booking trends. To manage costs.
- Excellent Guest relations
- Excellent telephone skills
- Possess some accounting skills
- Computer literate
- Have effective monetary skills
- Outgoing, friendly and organised
- Have sound managerial capabilities
- Good time management skills
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