PROPERTY: COMO Parrot Cay, Turks and Caicos JOB TITLE: Front of House Manager
JOB SUMMARY
Assist EAM-Rooms in administering front office functions and supervising staff on daily basis. Oversee the effective and efficient operation of Front of House Departments in accordance with the objectives, performance and quality standards established by the hotel. Scope of responsibility includes; Reception, Guest Service, Bell, Butler Operations, VIP Coordinators, Airport Greeters, Leeward Welcome Center and Duty Managers. Motivate all Front of House employees to maximize rooms’ revenue while energizing our COMO service culture.
Required Skills
KEY TASKS
- Responsible for managing and monitor activities of all employees in the Front of House departments making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
- Maintaining a professional and high quality service oriented environment at all times.
- Acting as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
- Informing all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
- Undertaking full responsibility for Scheduling and Payroll of the department.
- Undertaking full responsibility for managing operating expenses and purchasing for all reporting departments
- Setting Front Office Budget, monitor Profit & Loss and cash handling throughout the year.
- Supervise Upselling program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel.
- Working closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
- Ensure monthly department meetings to keep employees informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.
- Being aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training.
- Ensuring staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.
Required Experience
KEY REQUIREMENTS
- Five (5+) years luxury hotel experience required with major brand or similar experience in Forbes/AAA 5 Star property
- Experience in OPERA system version 5, required.
- Possess strong leadership experience to engage talent in the various aspects of personnel and departmental training functions, including hiring, performance appraisals, counselling, coaching, disciplinary action, the monitoring of performance, etc.
- Excellent knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences and messages. Second language preferred.
- Working knowledge of Microsoft Office