JOB DESCRIPTION

Job Title: Front Office Manager

Report to (direct): General Manager

Report to (indirect):

Responsible for: All Colleagues, Operations, Front of House department.

Scope and General Purpose of Job:

1. Specific Duties and Responsibilities:

- Attend any training courses as and when required
- Attend and participate in any meetings (department, communications etc) as and when required
- Assist with the training and development of Colleagues’ as and when required
- To be adaptable and to carry out any other duties as requested by Management, which may include, amongst others, carrying out duties within our sister properties.
- Fully in-charge of maintaining and /or developing the agreed standards within the Hotel
- To ensure a courteous and efficient service is provided and that a warm and friendly attitude is extended to our patrons by all colleagues’ members.
- Fully in-charge of maintaining and developing agreed operating procedures involved in the Front Office (Reception, Concierge, Landscape Relations, Communications, Executive Floors and the Airport) and to ensure all Front Office Colleagues adhere to the correct procedures as laid out in the operating Manuals.
- To assist in maintaining low operating costs and achieving maximum sales and profitability in the Hotel.
- To assist in maintaining a high colleagues morale through motivation, productivity and communication
- To obtain complete knowledge of hotel building and surrounding areas, as well as all activities/ facilities within the Hotel.
- To control the Master Key and Duty Managers Key bunch.
- To be fully conversant of the Hotel’s accounting procedures relating to guests, operation of safe deposits and acceptable method of payments by hotel guests.
- To read Duty Manager’s Logbook daily.
- To obtain a full verbal and written handover from the Duty Manager preceding the shift plus the Duty Management Key bunch.
- To ensure at all times complete lobby areas of the Hotel and surrounding areas are well maintained condition and working order.




- To plan and ensure well in advance the assignment of right room types for the right guests in order to avoid problems on the day of arrival.
- To check house list and scheduled arrival of VIP guests and liaise with relevant departments for special requests.
- To answer immediately all mobile phone calls, proceed to or contact relevant area or person and deal with incident / problem accordingly.
- Record incident detail in the Duty Manager’s Log book throughout duration of shift, ensuring relevant names, room numbers, witnesses, complaints, incidents are obtained and recorded in the log book accordingly.
- Upon completion of shift provide a full verbal and written handover to the Duty Manager with Duty Manager’s Log book.

21. To maintain and constantly improve the image of the Department.

22. To handle all guest comments or complaints relating to the Department, and take any necessary action.

23. To study and evaluate the operation and procedure of the Department, and suggest improvements to the General Manager.

24. To ensure that all Front Office colleagues are aware of all activities within the hotel (Food and Beverage Functions, Reservations, Meeting Rooms, etc.)

25. To be aware of all fire prevention and safety regulations at all times and adhere to Emergency procedures at all times.

26. To have a sound knowledge of the local environment such as restaurants and shopping areas within the city.

27. To ensure that all guest requests, requirements and complaints are attended to promptly and handled in the correct manner.

28. To ensure, in coordination with the Housekeeping and Engineering Departments, that the hotel's public areas are clean and tidy at all times.

29. To ensure that all employees report for duty punctually meeting personal grooming standards set and wearing the correct uniform and name badge at all times.

30.



To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development. Assessing their abilities on a regular basis.

31. To ensure that all employees provide a courteous and professional service at all times.

32. Responsible for the training of the employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency.

33. To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the departments SOP’s.

34. To ensure that the Department's Operations Budget is strictly adhered to, and that all costs are strictly controlled.

35. To ensure that all employees have a complete understanding of and adhere to the hotel's employee rules and regulations.

36. To ensure that all employees have a complete understanding of and to adhere to the hotel's policy relating to fire, hygiene, health and safety.

37. To attend Front Office, Management, Quality and Revenue Meetings.

38. To respond to any changes in the Departmental function as dictated by the industry, company or hotel.

39. Fully in charge of any Front Office related Up selling and Incentive Program.

40. To interact lead and direct team.

41. To establish SOPs for all areas and ensure they are maintained.

42. To review on a regular basis amenities, services and facilities recommending new ideas.

43. To be involved in all aspects of refurbishment and design of all areas.

44. To control all key card requirements and security for all areas.

45. To carry out regular inspections within all areas of responsibility.

46. To establish quality controls and control procedures within all areas of responsibility.

To establish budgets for all areas of responsibility and ensure systems in place to control and expenses.

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

- Cell phone reimbursement
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Life insurance
- Paid sick time
- Provident Fund

Work Location: In person

📌 Front Office Manager (Kozhikode)
🏢 Westway Hotel
📍 Kozhikode