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Front Office Manager

2 months ago

Pitlochry Perthshire, UK, United Kingdom Pine Trees Hotel Full time

Position: Front Office Manager

Department: Front Office

Company

Experience a warm welcome in the Scottish Highlands. Join us at Pine Trees Hotel you will embrace the very best of Scottish culture. Nestled in the heart of Pitlochry, we invite everyone who joins our team to help us create a traditional Coorie lifestyle that reflects the natural beauty and serenity of our surroundings. At Pine Trees, we want our team and our guests to step away from the hustle and bustle and take in the breath-taking scenery within our 10-acre woodland estate.

We create memorable experiences through inspiring travel by delivering our Family Values: Friendliness, Passion, Teamwork and Trust.

Main Purpose of Job

You will be responsible for ensuring that the Front Office team provide the highest level of customer care. You will effectively manage the operation of Reception, controlling the allocation of guest bedrooms with emphasis on VIPs and repeat Guests, ensuring that all staff are aware of the days availability and any special events/functions.

Specific Tasks

  • To ensure that all staff are briefed on the days business. This should include group movement and daily Meetings and Restaurant Reservations that are taking place in house.
  • This role will involve Duty Management shifts.
  • Recruitment and selection of the Front Office team, following the Company Recruitment and Selection process.
  • To complete float checks twice per shift and ensure discrepancies are reported immediately.
  • Ensure all operating costs including wage costs, are controlled in line with business levels indicated through weekly forecasting sheets by monitoring Departmental Rotas.
  • Print out Management report and ensure there are no outstanding pay masters / organise re-training with staff should outstanding pay masters show in the system.
  • Ensure that all special requests are dealt with and actioned, informing other departments as necessary.
  • Ensure that all Front Office Receptionists perform as per the Company Standards and ensuring all check-ins, check-outs and credit standards are consistently met.
  • To deal with all guest enquiries; either by telephone, email, letter or in person.
  • To be knowledgeable of all hotel rates and terms of business,
  • To be knowledgeable of Hotel facilities, services and special promotions offered by Apex Hotels and to effectively pass on this information to the guest, in order to maximise Hotel sales.
  • To be aware of the hotel/companys book out procedures and deal with any book outs when necessary, ensuring liaison with Reception and Duty Manager.
  • To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times.
  • To be flexible in your approach to work and assist in other areas of the hotel if required.
  • To deal with reservations, confirmation of bookings, allocation of rooms and special requests, outside of reservation office hours.
  • Assist in creating a team environment which promotes good employee morale and ensures a high level of commitment and pride in the department and hotel.
  • To be consistently aware of the hotels availability and our local competitors by using the ring-round sheet. To maximise all opportunities to sell rooms at the best possible rate.
  • Ensure room sales are maximised by dealing with all enquiries, chance guests and sales leads in accordance with hotel procedures.
  • To ensure that all telephone calls are answered within six rings using the correct greeting.
  • To provide a warm welcome to all guests on their arrival at the hotel and to assist them during their checking in and checking out of the hotel.
  • Responsible for the people management aspects of the role, including managing attendance, performance, H&S, completing reviews, 1-2-1s, annual appraisals and training.
  • Any duties other duties appropriate to the post.

Reporting Structure

  • Reports to the Operations Manager / General Manager
  • This post has managed responsibility for the complete Front Office Team, including Duty managers,Supervisors, Front Office Receptionist, and Nights team.

Personal Characteristics and Competencies

The following range of characteristics and competencies are required.

Essential:

  • Experience as a Front Office Assistant Manager, Reception Manager or Senior Supervisor
  • Can demonstrate ability to competently take a reservation and an understanding of what to consider when allocating rooms to guests.
  • Can demonstrate advanced Infor knowledge
  • Can demonstrate an understanding of the elements that ensure the smooth running of a shift
  • Can demonstrate ability to deal with guest complaints in a calm and positive manner and bring to a suitable conclusion
  • Can demonstrate ability to competently balance room types
  • Can demonstrate ability to competently check future arrivals in reservations systems
  • Can demonstrate the ability to conduct individual and group training sessions with staff on key skills required within their job role.
  • Competent in using Microsoft Outlook - email & calendar, Excel, Word
  • Can demonstrate a clear understanding of the need for confidentiality

Desirable:

  • Good awareness of Health & Safety in the work place.
  • Can demonstrate an understanding of the Brand Audit and know how to action where necessary
  • Understands budgeting and can explain the Profit and Loss Accounts
  • Competent in monitoring wages within budgetary restrictions

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