Title: Front Office Manager
Reports to: Resort General Manager
Purpose: To ensure that service and guest satisfaction are of the highest standard, whilst using staff efficiently so that costs are kept
within approved budgets and department guidelines across the Resort
To create a positive image of our Resort by assisting guests to enjoy their stay through maintaining and presenting a high standard of
service and efficiency at all times. Ensure that all Front Office staff have functional equipment and supplies at hand at all times in order
to deliver this product and that management practices and leadership qualities ensure a workplace that promotes safe and healthy
work habits along and fair and professional employment conditions .
ACCOUNTABILITIES
Key Result Areas Key Tasks Key Performance Indicators
Guest Services • Establish, implement and continually improve
• Number of positive Guests’ Comments
Service Standards of the Front Office Department
• Effective feedback to all staff to improve
Quality of Product • Anticipate guest needs, handle guest
services from guests’ comments
• Efficient friendly check in & check out inquiries/complaints & solve problems as they arise
• Return guests
experience for all guests while continuing to create a positive Resort image
• Guest feedback
• Efficient friendly and accurate • Maintain a high level of product and service
• Up-selling and cross-selling skills of all
reservations experience for all guests knowledge in order to explain & sell services &
Front Office Staff
• Assistance with guest needs facilities to guests
• Documentation, implementation and
• Assistance with tour sales • Handling of VIPS
training of the Reservations systems for
• Handling of special requests
Front Office
• Be able to conduct unexpected site inspections on
• Evidenced training of Reservations
Quality of Service behalf of the Sales & Marketing department in their
system and standards documentation for
• Front Office staff absence
each staff member and placed to file
Including Supervisors, • Regularly seek feedback from guests
• Presentation standards of all
Receptionists, Reservations, • Research customer needs
Front Office staff to be meet 100% at all
Porters, Activities Officers, Night • Assist General Manager as required
times
Audit. • Ensure staff grooming and presentation standards
are 100% at all times
• Telephone answering by all Front Office staff to
meet Resort standards
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Updated – June 2015
• Develop Front Office strategy in line with the Resort
Business Control/Sales • Create and maintain hard copies of Front
Budget
Office Strategy and Plan
• Assisting with the compilation of the Front Office
Measures of skill in and understanding • Departmental Profit
budget
for the following: • Revenue generation and cost control
• Monitor budget and plan accordingly to seasonal
• Controlling expenses • Minimizing wastage
changes
• Revenue generation both in • Effective Stock Control procedures in
• Ensure all staff are fully versed in all products
reservations and Front Office place for stock on hand within the Front
available for sale
• Maintaining budgeted payroll Office department
• Encourage upselling of add-ons for Reservations
expenditure • Effective utilization of labour
• Responsible and accountable for payroll costs and
• Reducing costs • Staff knowledge of “The Total Product”
rostering of staff
• Resort cross selling and upselling by and effective up selling when the
• Awareness of Green Island AWU Agreement for staff
Front Office staff opportunity arises
rostering purposes
• Setting performance standards of
• Tight control for checking of staff timesheets
Front Office Staff
• Ensure staff training occurs in order for set
performance standards to be met
• Stay knowledgeable of “The Total Product “ &
positively encourage the Front Office team to cross
sell Company products
• Develop & implement policies & procedures for
Staff Management, Training and • Departmental turn over
induction & performance standards for operations in
Development • Maintenance of Training Profiles for all
the department & ensure all staff proceed through
Front Office staff
this training & sign off as being trained
Measures skill & knowledge in: • Current training processes in place
• Monitor & Implement changes when and as
• Human Resources Management evidenced by sign off sheets held on
required
within the department staff’s personnel file
• Prevent and resolve staff grievances
• Conduct and promote the internal
• Counsel staff & prevent work related problems
appraisal system
• Discipline staff and resolve disputes
• File notes for staffing issues
• Recruit, train & facilitate multi-skilling of staff
• Staff morale
• Assist with the delivery of induction & other training
programs
• Conduct performance appraisals in a timely manner
• Implement cross training programs within Front
Office teams
• Rostering within Agreement guidelines to meet
business needs
• Administer fairly & equitably and Recognition and
Rewards system
• Conduct Front Office meetings & attend weekly
management meetings, sales meeting & any other
meetings that may have a bearing on any area of the
Front Office department
• Open, cooperative & enthusiastic communication
Communication
channels expected at all levels & at all times
• Guest Comment Cards
Measures the ability to present • Actively interact with all stakeholders to anticipate
• Interdepartmental staff morale
information formally and informally, needs & determine service delivery levels
• Meeting attendance
both written and orally. • Ensure effective shift hand-overs
• Awareness of broader Resort Issues
Also measures the ability to • Actively participate in organised meetings and is a
• Front Office team informed and aware of
communicate with: positive contributor to the Resort’s Management
broader Resort issues
• Guests team
• Positive effectiveness of the Front Office
• Staff • Manage an effective team, which supports open,
Team on the Resort
• Management cooperative & enthusiastic communication ensuring
• Positive effectiveness on the Resort
• Contractors & promoting two way communication
Management Team
• Advise other departments of any operational
changes
• Liaise with staff providing timely feedback
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Updated – June 2015
• Internalisation, adherence and promotion of the
Self Management • Evidence of self-initiated learning
Resort’s Policies & Procedures, especially those
• Actively establishes industry relationships
within the Staff Handbook
Measures the dimensions of : and utilizes networks to improve
• Demonstration of professional attitude and behavior
• Problem Solving knowledge which adds value
at all times
• Planning and organising • Innovative work tools
• Ensure a high level of cleanliness is maintained in
• Adaptability • Ideas & suggestions for improvements
your area
• Analytical skills
• Pre-empt problems by introducing standard work
• Creativity
practices and expectations
• Ability to analyse results and put in place change
management strategies in order to mitigate
potential losses in line with Resort’s policy
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• Plan time, meetings, scheduled events and
Leadership and Motivation
activities effectively and within resources as
• Staff turn over
budgeted
Measures the individual’s skill in: • Reasons for turnover
Planning • Set up monitoring systems to ensure policies and
• High staff morale
Organising procedures are effective and being utilized
• Minimal conflict
Overseeing • Ensure new policies and procedures are
• Positive input into management meetings
Motivating communicated throughout Resort
• Minimal time spent in reactionary
Influencing/negotiating • Foster a collaborative environment which
management
Cultural adeptness promotes two way communication
• Lead by example
• Conduct meetings within Front Office Department
that facilitates operational improvements
• Respond to guest and staff requests quickly and
efficiently
• Input into key strategy meetings
• Encourage staff by delivering messages with
energy, enthusiasm and conviction in line with the
Resort’s culture
• Ensure all procedures are conducted safely and
Safety and Security • Correct handling of Incident reports
within WPH&S guidelines
• Departmental audits are conducted
• Be aware of duty of care and adhere to Workplace,
within WH&S guidelines
Health & Safety legislation, policies and procedures
• Ability to co-ordinate emergency
• Be familiar with property safety, first aid and Fire &
response in line with Resort guidelines
Emergency procedures
• Number/ severity of accidents with
• Act as Duty Manager and utilize EMT training
investigations conducted leading to the
• Initiate action to correct a hazardous situation and
basic cause of accidents and incidents
notify WPH&S Committee of potential dangers
noted and actions
• Log security incidents and accidents in accordance
• Cleanliness and tidiness of the Front
with Resort requirements
Office
• Assist with managing the Resort’s responsibility in
• Number of Departmental WH&S drills
relation to the Innkeeper’s Act
conducted, documented, debriefed,
• Obtain RMLV evidenced and put to file
• Ensure statutory responsibilities are being met e.g.
Manual Handling
• Workplace drills in fire, emergency evacuation,
bomb threats (by phone), handling of
intoxicated/angry customers, walk-ins to be
documented, implemented and trained on a
quarterly basis to all staff.
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