Front Office Service Manager

Radisson Hotel Group is one of the world’s largest and most dynamic hotel groups with seven distinctive hotel brands with more than 1,100 hotels in destinations around the world. Our portfolio of hotel brands includes: Radisson Collection, Radisson Blu, Radisson, Radisson RED, Park Plaza, Park Inn by Radisson and Country Inn & Suites by Radis…

Front Office Service Manager

Job Description

• Achieves customer satisfaction and rooms revenue goals by supervising Front Office employees
• Is proficient in all Front Office procedures
• Utilizes supervisory skills and motivation to maximize employee productivity and satisfaction
• Recommends to Front Office Manager how to improve guest service and efficiency in Front Office operations
• Supervises and participates in the prompt and courteous check-in, check-out and servicing of guests
• Records in the log book any incidents occurred in the hotel and follows-up with the department concerned
• Communicates open and closed dates, availability and condition of rooms to appropriate individuals
• Knows current rooms availability, and is familiar with future availability
• Keeps effective key control
• Ensures that guest mail and messages are delivered promptly
• Controls room rates, and brings rate changes in the attention of the Front Office Manager
• Oversees the proper handling of advance deposits
• Runs a credit check report, and analyses it for possible doubtful accounts
• Checks that discounts, billing instructions, and credit policies are followed, and takes action when needed
• Authorizes paid-outs and discounts
• Makes sure Front Office employees utilize yield management to maximize room revenue
• Checks the daily arrival list, and makes necessary preparations if hotel is sold out
• Informs the Front Office Manager on VIP guests and returning guests, and follows-up on VIP lists and room blockings
• Orders VIP gifts for the following day’s arrivals
• In the absence of Department Heads, takes disciplinary action when required.
• Investigate all walk-outs, and complete relevant forms
• Deals with all incoming telefaxes and telexes after office hours
• Completes all forms in cases of accident or theft in the hotel during the shift
• Brings needs for repair to the attention of the Front Office Manager
• Lives the Yes I Can values
• Ensure the 100% Guest Satisfaction
• Manages the RHG membership enrollments