Front of House Manager

Company: Ocean Hotels Barbados
JOB SUMMARY
To supervise and control all Front Desk and Guest Services areas to Ocean Hotels, AAA 5 Diamond standards and LQA Benchmark standards, while maximising revenues, and profits to agreed budgetary limits.
SCOPE
To ensure that Front Desk and Guest Services is successful as an independent profit centre; ensuring
maximum guest satisfaction consistent with our hotel standards, through planning, organising, directing, and controlling all aspects related to the revenues and operating expenses.
RESPONSIBILITIES
Operational
Ensure that staff members operate in full compliance with the AAA 5 Diamond standards and LQA Benchmark standards.
Serves as the lead customer service contact for members at the front desk, including: answering questions, welcoming, and other member communications.
Acts as a liaison between the front desk and all other departments, communicating relevant information to the front desk staff as needed.
Ensure departmental rostering, payroll and departmental attendance records are done and completed to the standards of the company.
Manages the control of stock, ordering inventory and working utensils as budget dictates.
Implements, monitors, and analyzes the front desk budget.
Develops and implements front desk policies and standard operating procedures, in accordance with the AAA 5 Diamond standards and LQA Benchmark standards.
Monitors accuracy of the POS and PMS at the front desk, making adjustments, as necessary.
Conducts departmental meetings, gathering feedback from the team to improve their performance and working environment, offer commendation and develop plans for improvement.
To ensure that guests are greeted, checked in and allocated rooms promptly and courteously. Where a guest room is not ready by the advertised time, ensure that guest is given access to the hotel’s facilities and provided with frequent updates on the estimated time the room would be ready, in accordance with the AAA 5 Diamond standards and LQA Benchmark standards.
To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest, ensuring that guests are always made aware of the hotel’s payment methods for quick and efficient transactions, in accordance with the AAA 5 Diamond standards and LQA Benchmark standards.
To be readily available at all times to deal with problems or complaints, investigating issues as they arise and offering compensation where appropriate
Managing the reviews and responses provided by the Guest Relations Manager on all guest feedback platforms such as Booking.com, Revinate and Trip Advisor verifying that all reviews and surveys are responded to in a timely manner ensuring constant visibility and the company’s good reputation is maintained.
To ensure maximum room occupancy within agreed overbooking policy.This refers to the amount of persons allowed to check into rooms on arrival. In the event additional persons are allowed in the room, then the additional cost per person must be applied to the guest account and paid prior to the guests going to the room.
To ensure that reservations are taken according to established procedures and reflected in the PMS.
To ensure that all charges are correctly entered on the guest's bill and that the bill is itemised, grammatically correct, accurate and free of any unexpected charges, in accordance with AAA 5 Diamond standards and LQA Benchmark standards.
To ensure that an opportunity is provided for guests to verify bill charges, ensuring that if any discrepancies, charges are quickly and discreetly removed from the bill in accordance with AAA 5 Diamond standards and LQA Benchmark standards.
To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
To ensure that guest accounts are balanced daily.
Manage cashier float ensuring any discrepancies are investigated and rectified, while being logged in accordance with the policy and procedure.
To ensure effective and speedy check-out facilities.
To ensure that luggage is delivered to and collected from rooms speedily, ensuring that the lobby and public areas are always kept clear of unattended luggage, in accordance with AAA 5 Diamond standards and LQA Benchmark standards.
To ensure that enquiries, messages, and bookings are dealt with courteously and efficiently, and wherever possible, ensuring that guests / callers requests are repeated and confirmed, so as to not miss any key details, in accordance with AAA 5 Diamond standards and LQA Benchmark standards.
Ensure that all Front Desk staff are correctly dressed according to company standards in accordance with the company’s Handbook, AAA 5 Diamond standards and LQA Benchmark standards complete with face masks and name badge.
Ensure that all Front Desk areas have been sanitised, cleaned and tidy at all times.
To ensure that all guest related and departmental deliveries are taken to respective areas promptly and logged when necessary.
To ensure that incoming and outgoing telephone calls are handled promptly and courteously that the caller is left with a great impression of Ocean Hotels Barbados. In addition, ensure that all calls are answered within three rings / ten seconds with an appropriate greeting, and that callers are not placed on hold without their permission or for longer than thirty seconds, in accordance with AAA 5 Diamond standards and LQA Benchmark standards.
Carry out systematic checks of all Front Desk areas for maintenance requirements, repairs, or refurbishing, ensuring that these are actioned without delay.
To ensure that the Hotel Entrance is easily accessible to cars and taxis at all times.
To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that this training is effectively done.
Coordinate luggage collection and storage if necessary
Overseeing all check-in and check-out procedures, including reservations and financial transactions, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
Attend to all VIP requirements and needs, personally taking care of all VIP guest arrivals, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
Coordinate and manage communication between guests and staff and follow up to ensure all guest concerns are resolved within a timely manner
Ensure maximum security in all areas under your control and sensitise the team on such.
Manage a small fleet of independent taxi operators ensuring that they and their vehicles are consistent with diamond standards.
Act as a Duty Manager when required.
Attend all Management Meetings.
Circulate regularly throughout all Front Desk areas, maintaining a high pro

Employment type
Full-Time - Monthly Paid (Ocean Hotels)

Work arrangement
No