TITLE: Front Of House Manager REPORTING TO: General Manager We are recruiting a Front of House Manger on behalf of our esteemed client. This is a fantastic opportunity to become part of a brand new Hotel opening early 2025 in the heart of Belfast. Main Purpose of the Job: Reporting to the General Manager, the Front Of House Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within Front Office. The Front of House Manager will be responsible to guide Front Office Department in achieving our strategic directions through continual focus and reference to Moxy Hotel strategies and vision. The Front Office Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. Supervise, train and inspect the performance of assigned all Front Office and Guest Service ensuring that all procedures are completed to the hotels standards. Assist where necessary to ensure optimum service to guests. MAIN DUTIES AND RESPONSIBILITIES 1. Maintain complete knowledge of: a. All hotel features/services, hours of operation. b. All hotel restaurant food and beverage concepts, menu price range, dress code and ambiance. c. All hotel room types, numbers/names, layout, appointments, amenities and locations. d. All hotel room rates, special packages and promotions. e. Daily house count and expected arrivals/departures (particularly VIPs). f. Scheduled daily group activities, names and location of meeting/banquet rooms. g. Local events, attractions, holiday schedules. 2. Maintain complete knowledge and comply with all hotel and departmental policies and procedures. 3. Obtain department keys; ensure security of such. 4. Meet with Rooms Division to review business status and follow up actions. 5. Access all functions of computer system in accordance with departmental specifications. 6. Review designated in house guest list and be familiar with guests' names and room locations. 7. Answer department telephone within three rings, using correct salutations and telephone etiquette. 8. Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request. 9. Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) throughout the shift. 10. Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. 11. Meet VIPs upon arrival and escort them to their assigned room. Inform guests of hotel services/features and room amenities. Extend assistance before departing. 12. Follow up on any guest requests. 13. Monitor and maintain the cleanliness of Front of House. 14. Adhere and supervise all cashiering procedures. 15. Be available for lobby greater. 16. Check schedules for the following three days and double check the days staffing, arrivals, departures and events.. 17. Rebalance the inventory. 18. Ensure payroll is accurate and completed by end of week. 19. Complete schedule on a weekly basis. 20. Meet with Rooms Division managers on a regular basis. 21. Ensure all incentives, gratuities are accurate and completed for payroll. 22. Coaches and mentors employees. Creates an environment that allows employees to achieve job fulfillment and provides a path for career development. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team. 23. Responsible to balance operational, administrative and employee needs. 24. Provides passionate direction towards achieving our vision. 25. Maximizes rooms revenue through participating in yield management group meetings and implementing and supporting agreed upon Revenue Management strategies and practices. 26. Oversees group business, reviewing and ensuring details of conference resumes are met and serves as a liaison with the conference conveners. 27. Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff. Page | 2 28. Promotes a safe working environment by adhering to Health and Safety standards 29. Conducts and coordinates timely performance reviews for all team members. 30. Develops, implements and maintains new incentives to motivate employees and maximize hotel revenue 31. Ensures effective utilisation & productivity of all staff through staff planning, hiring, scheduling & adhering to budget. 32. Ensure the current information on rates, packages and promotions is available at the Front office and that all staff is knowledgeable on such. 33. Track actual against budget. 34. Conduct pre-shift meetings/line ups with staff and review all information pertinent to the days business. 35. Monitor and ensure all cashiering procedures comply with Accounting policies and standards; a. Contracted banks b. Shortages/overages c. Late charges d. Petty cash/paid outs e. Adjustments f. Posting charges g. Making change for guests h. Cashing personal/travelers checks i. Payment methods/processing j. Setting accounts k. Closing accounts l. Cashier reports m. Balancing receipts n. Dropping receipts o. Securing banks 36. Review previous nights no-shows, verify and ensure billing of such 37. Assist accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures. 38. Assist staff with expediting problem payments. 39. Anticipate sold out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and walk guests, following hotel policies and procedures 40. Anticipate low occupancy periods and co-ordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms. 41. Print special request reports and block according to specifications. 42. Print credit check reports and review status of each account. Follow up on accounts beyond approved credit limits. 43. Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre registration procedures. 44. Print and review masters for departed groups; check accuracy and distribute to Accounting. 45. Coordinate delivery time of amenities with Room Service, ensuring timely delivery. 46. Print report on discrepant rooms, research discrepancies and enter current status accordingly. 47. Other duties as may be required