Front of House Manager

Front of House Manager - Job Details 

The duties of each employee working in the position of Front of House Manager at each hotel of the Company are indicative and not limited to the following, including any other tasks related to those mentioned below:

• Assists the General Manager and ensures that the services and financial goals of the hotel are achieved and improved for the benefit of guests and employees.
• Provides effective service to all customers in a friendly and professional manner at all times.
• Ensures that the reception area and all related guest information files and customer update documents are presented professionally according to relevant corporate standards.
• Ensures that all reception staff are fully trained in all aspects of their job descriptions.
• Possesses excellent general knowledge and understanding of the Company’s products and actively promotes the Company’s products to customers and visitors.
• Along with the Hospitality Manager, acts as the General Manager during their absence.
• Responsible for the proper functioning of the Reception in accordance with Company policy.
• Oversees the proper functioning of cash registers and is responsible for reconciling the cash at the end of the day.
• Responsible for the proper organization and allocation of rooms according to reservations and, where feasible, customer requests.
• Responsible for achieving the goals of the Reception department: customer satisfaction, cost control, and increased sales.
• Follows a positive approach to achieving positive customer feedback and implements corrective staff training where necessary.
• Quickly identifies and resolves any customer issues or problems and suggests solutions to the General Manager, where necessary.
• Collaborates with supervisors of other departments to meet the needs and requirements of customers.
• Addresses all customer complaints promptly and takes any necessary corrective action to prevent recurrence in the future.
• Complies with all legal requirements regarding hotel safety regulations and is responsible for the Reception’s compliance with GDPR and Greek personal data protection legislation, ensuring the security of customer personal data.
• Maintains appropriate records according to corporate and legal requirements.
• Creates and identifies opportunities for service provision and ensures that team members are trained in upselling techniques for the Company’s services.
• Monitors and controls the demands and needs of customers through effective use of human resources and material resources.
• Implements all procedures required for the smooth operation of the front office, ensuring that all forms, accounting procedures, and information collection are up to date.
• Ensures physical presence at the Reception.
• Ensures the highest level of cleanliness and order at the reception at all times.
• Encourages and maintains the strengthening of productive working relationships at all levels and ensures that any interpersonal conflicts are identified immediately and handled effectively.
• Actively participates in the recruitment of new staff in collaboration with the General Manager, in accordance with the Company's policies and procedures.
• Responsible for the proper scheduling of Reception staff according to departmental needs.
• Ensures that the departmental budget is strictly followed and costs are controlled.
• Monitors and records any waste or breakage of equipment according to Company procedures.
• Develops effective and positive working relationships with all employee groups.
• Evaluates staff through oral discussions with each employee and by using the evaluation process.
• Activates a personal development plan for staff according to the needs and goals of the Company.
• Keeps the team alert by providing motivation through recognition, rewards, and scheduled social activities.
• Must hold staff meetings at regular intervals.
• Ensures adherence to procedures and manages any disciplinary process where necessary.

The Front of House Manager reports to the General Manager.