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Reservations and Front Office Manager

Job Description


Position Title: Front Office and Reservation Manager
Reports To: Hotel Manager
Position Scope:
 Front Office: Responsible for all activities relevant to the Front Desk. Oversee a variety of tasks including operations, accounting, guest satisfaction and emergency/safety procedures. Provide leadership and support to the Front Office team, supervising and training all the team members. Promote an ethic of work culture built around the values of trust, unity, respect, honesty, sincerity and service.
 Reservations: Responsible for the smooth running of the guest and tour reservations and pre arrival experience; ensure all correspondence and interaction with the guests and wholesale operators is completed efficiently and accurately. Also responsible for Revenue Management, ensure the hotel is obtaining the best possible yield for the rooms.
Key Responsibilities:
 Front Office:
1. Perform general front office and reception duties.
2. Attend to guest’s complaints, enquiries and requests; achieve guest satisfaction.
3. Maintain the knowledge of the hotel services provided, local attractions and activities.
4. Maintain intimate knowledge of departmental standard and procedure; oversee the front office and suggest improvements and changes in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs and mistakes.
5. Manage the Front Office Team, determining work requirements and allocating duties. Supervise the activities of all Front Office staff making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, training and correcting where needed. Ensure that all team members clearly understand their job roles, responsibilities, and performance expectations. Give constructive feedback to team members to assist them in their overall job performance.
6. Being responsible for being able to manage the front office rosters and modify staffing levels accordingly.
7. Confer with Front Office staff to resolve any conflicts and grievances in accordance with New Zealand Employment guidelines and have the ability to escalate and report to the General Manager if required.
8. Explain and enforce Occupational Health and Safety regulations and identify any potential hazards or issues to the correct departments.
9. Liaise with General Manager, Restaurant Manager, Head Chef and Head Housekeeper to coordinate activities within the hotel. Ensuring that all departments are kept informed of all relevant information on all events concerning their departments in a timely manner.
10. Act as Duty Manager for the hotel, assuming overall responsibility for the hotel operations in the absence of the General Manager, dealing with any issues that may arise and managing legal requirements by assuming responsibility for Liquor License of the Hotel.
 Reservations:
1. Manage daily Reservations processes and operations to include, but not limited to, room inventory and availability, group blocks and rooming lists, cut-off dates and restrictions, occupancy, selling guest rooms and conference rooms, budgeting and forecasting, policy and procedure implementation and enforcement.
2. Liaise with tour operators regarding existing business and new business. Maintain/develop strong relationships with travel agents, wholesalers, corporate clients and return guests.
3. Manage room inventory and update availability and rates on third party websites; produce maximum yield revenue for the hotel. Maximize revenue and occupancy by effectively selling, upselling and onselling at appropriate time.
4. Maintain the knowledge of the Mount Cook Hotel Collection and the promotion of the sister hotels as recommend stay alternative; assist with reservations at one of the sister hotels.
5. Prepare and generate designated reports for sister hotels; invoice all the tour agents and companies at the end of the month and chase the debtors for prompt payment.
Occupational Health and Safety Responsibilities
1. Demonstrate awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
2. Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
3. Be familiar with property safety, first aid, fire and emergency procedures and operates equipment safely and sensibly.
4. Initiate action to correct a hazardous situation and notify management of potential dangers.
5. Log security incidents and accidents in accordance with hotel requirements.
Taking Responsibility
1. Strive for constant improvement and take responsibility of your own performance.
2. Adhere to Hotel Manual and general policies and procedures.
3. Adhere to Front Office Policies and Procedures.
4. Report problems to Management with suggestions for resolution.
Understanding My Job
1. Clarify own job responsibilities and look for opportunities to increase skills and job knowledge.
2. Understand who their role fits with others in the organisation and contribute to the success of business.
3. Understand the hotel’s facilities, products and services.
4. Provide information when requested and promotes hotel’s services, facilities and special events.
5. Implement department procedures and policies as needed.
Customer Focus
1. Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
2. Anticipate guest needs, handle guest enquires, and solve problems.
3. Create a positive hotel image in every interaction with internal and external customers.
4. Adhere to hotel brand standards.
5. Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
6. Assist guests and escort them to locations within the hotel at their request.
7. Maintain knowledge of special programs and events in the hotel in order to recognise and respond to guests needs.
8. Maintain current hotel information in order to provide information to guests
1. Demonstrate co-operation and trust with colleagues, supervisors and other team members throughout the hotel and sister hotels.
2. Communicate clearly to ensure effective shift hand-overs.
3. Actively participate in organised meetings.
4. Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective tow way communication.
1. Be open to new ideas and make changes in the job and routine as required.
2. Work in line with business requirements.
3. Complete tasks as directed by Management.
Developing Self
1. Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements.
2. Seek feedback on areas of shortfall.
3. Maximise opportunities for self development.
1. Ensure that your work quality meets the standards required.
2. Complete tasks in a timely and thorough manner with minimum supervision.
3. Follow standards, policies and procedures.
4. Meet hotel attendance and grooming standards.
Cultural Awareness
1. Work effectively with customers and colleagues from different viewpoints, cultures and countries.
Person Specification
1. Have a great positive attitude, and is willing to learn.
2. Experience with Room Master, Fidelio or Opera is preferred but not essential.
3. A high standard of presentation.
4. Have a general understanding of hotel operations.
5. Able to work on a roster situation over seven days.
6. A good all round communicator


Reservations and Front Office Manager

The Godley Hotel

Job type:

Full Time