Front Office Manager

Department: Rooms Division, Front Office & Guest Services

Location: Ghana - Accra

Description
Responsible for the operations of the Reception, Concierge, PABX, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.
Key Responsibilities

• Involvement in budget preparations and responsible for profit & loss.
• Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
• Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
• Conduct interviews with future employees.
• Identify training needs, develop and manage performance.
• Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
• Manage all operational tasks as well as their respective delegation and follow-up.
• Carry out disciplinary actions in line with company procedures.
• Re-evaluate work flows to improve and optimise organisation.
• Implement and evaluate procedures and policies.
• Ensure clear communication within departments.
• Verify that all information requested by the local police authorities are adhered to and prepared accurately.
• Organise regular departmental meetings.
• Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
• Conduct daily walk throughs to ensure quality standards.
• Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
• Set short term and long term measurable objectives to continually improve service levels.
• Responsible for maintaining 85% scoring for LQA inspections.
• Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
• Manager on Duty weekdays and weekends.
• Rooms Division responsibility in their absence.
• Pre-Opening tasks and responsibilities where applicable.
  

Skills, Knowledge & Expertise

• Bachelor Degree in Hospitality Management or a related field
• Three (3) years relevant experience as Front Office Manager in a brand international 5* luxury hotel
• Additional language - beneficial
• Ability to motivate, guide and empower team members.
• Must have planning, organisational and analytical skills
• Excellent communication and interpersonal skills
• Excellent knowledge of Microsoft Office applications
• Excellent knowledge of Opera Cloud and Reservation systems.
• Problem-solving and conflict resolution skills.
• Ability to multitask, work under pressure and attention to details.
• Excellent knowledge of hotel operations and services.
• Financial management, budgeting and reporting skills.
• Must have the flexibility to work in various shifts, including weekends and holidays.
  

To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward
• Excellent communication and interpersonal skills with superb presentation and grooming
• Strong management skills and ability to inspire those in others
• Analytical and problem solving skills
  

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