Front Office Manager

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Ghana - Accra

Description

Key Responsibilities

• Involvement in budget preparations and responsible for profit & loss.
• Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
• Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
• Conduct interviews with future employees.
• Identify training needs, develop and manage performance.
• Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
• Manage all operational tasks as well as their respective delegation and follow-up.
• Carry out disciplinary actions in line with company procedures.
• Re-evaluate work flows to improve and optimise organisation.
• Implement and evaluate procedures and policies.
• Ensure clear communication within departments.
• Verify that all information requested by the local police authorities are adhered to and prepared accurately.
• Organise regular departmental meetings.
• Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
• Conduct daily walk throughs to ensure quality standards.
• Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
• Set short term and long term measurable objectives to continually improve service levels.
• Responsible for maintaining 85% scoring for LQA inspections.
• Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
• Manager on Duty weekdays and weekends.
• Rooms Division responsibility in their absence.
• Pre-Opening tasks and responsibilities where applicable.

Skills, Knowledge & Expertise

• Bachelor Degree in Hospitality Management or a related field
• Three (3) years relevant experience as Front Office Manager in a brand international 5* luxury hotel 
• Additional language - beneficial
• Ability to motivate, guide and empower team members.
• Must have planning, organisational and analytical skills 
• Excellent communication  and interpersonal skills
• Excellent knowledge of Microsoft Office applications
• Excellent knowledge of Opera Cloud  and Reservation systems.
• Problem-solving and conflict resolution skills.
• Ability to multitask, work under pressure and attention to details.
• Excellent knowledge of hotel operations and services.
• Financial management, budgeting and reporting skills.
• Must have the flexibility to work in various shifts, including weekends and holidays.

• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward
• Excellent communication and interpersonal skills with superb presentation and grooming
• Strong management skills and ability to inspire those in others  
• Analytical and problem solving skills