FRONT OF HOUSE MANAGER – Ker & Downey Botswana 808 views

MAIN PURPOSE

The Front of House Manager is responsible for the management, supervision and co-ordination of all front of house activities and staff members, inclusive of restaurant, kitchen, wine cellar, SPA and Boma. The role is responsible for ensuring all front of house duties are delivered efficiently and in accordance with company policies and procedures and comply with regulations. The Front of House Manager ensures that the Front of House delivers efficient customer service and creates a warm and welcoming atmosphere to all guests.

KEY RESPONSIBILITIES

GUEST RELATIONS

• Monitor daily bookings and ensure assigned rooms are prepared prior to guest check-in.
• Carry out guest welcome briefings, lodge, and room orientation for arriving guests.
• Coordinate luggage allocation and room re-allocation for special circumstances.
• Promptly address guests’ requests, enquiries, problems. Liaise with the General Manager to coordinate guest itineraries and resolve any issues.
• Make sure guest arrivals, departures, wake-up calls and meals are coordinated between relevant departments.
• Coordinate with other departments to ensure all guests experience the unique amenities offered at the Hotel.
• Ensure special needs guests, the elderly, children and VIPs, receive personalized and appropriate services.
• Review all guest feedback and take corrective action for any poor reviews related to the department. Liaise with and update the General Manager on guests reports and reviews. Provide suggestions and solutions to improve guest service taking into consideration guest reviews.
• Ensure all guests receive safety briefings and sign indemnity forms in accordance with company procedure.
• Resolve guest complaints efficiently and effectively.
• Ensure that all meal and beverage services are properly coordinated and adhere to standard operating procedures and regulations.

FINANCE & STOCK CONTROL

• Monitor stock receipts and invoices and ensure that all administration and controls relating to inventory are adhered to. Undertake periodic reviews and inspections to confirm compliance.
• Ensure that all front of house stock levels meet the Hotels needs and that there is always adequate stock.
• Monitor inventory consumption to manage costs and prevent wastage. Take the necessary action to ensure that consumption levels and costs are contained within the budget.
• Provide input into annual budgets. Seek methods to reduce front-of-house costs and improve efficiencies without compromising on quality of service.

STAFF MANAGEMENT

• Proactively resolve issues/conflict within the team or between the team and other departments. Always maintaining a professional, un-biased, position.
• Provide leadership and direction to all front of house staff. Lead by example in terms of professional conduct and appearance, hosting of guests and carrying out duties and responsibilities.
• Identify and communicate training needs required to senior management. Work in collaboration with other departments to facilitate training as required. Provide job training to staff.
• Provide continual feedback to staff on performance to encourage and motivate staff to carry out their tasks diligently and to the highest standards.
• Undertake periodic performance reviews in line with company policies.
• Make sure that all staff are aware of standard operating procedures and company policies and standards.
• Induct new staff in accordance with the company induction policy.
• Handle grievance and disciplinary procedures.
• Monitor overtime requests. Agree and approve overtime in conjunction with the Camp / Lodge General Manager.
• Monitor staff rations and general cleanliness of staff kitchens.
• Coordinate staff rotation schedules and leave requests.
• Closely manage absenteeism in collaboration with the Human Resources Department.
• Make sure all waiters and bar attendants are aware of guest allergies and preferences and adhere to these.
• Make sure that all food and beverage service staff have current food handling certificates.
• Maintain all supplier relations to ensure best support to the business and cordial relations yet ensure clarity of the specifications and expectations of the Group.
• Assist in supplier negotiations and contract management and bulk purchasing discounts.
• Ensure food hygiene, a proper cold chain and cleanliness standards are maintained throughout the supply chain.

OTHER

• Ensure all month-end procedures are carried out and reports submitted in accordance with deadlines. This includes stock takes, staff shop invoices, wages sheets, etc.
• Conduct daily room checks to ensure accommodation and bathrooms adhere to set standards. Provide feedback to housekeeping staff on observations. Instruct and provide directions to housekeeping staff to address concerns or issues observed.
• Ensure adequate, appropriate and economical use of housekeeping cleaning materials.
• Communicate with all maintenance requirements with the relevant team.
• Ensure that all housekeeping and laundry service staff adhere to the company standards and procedures.

KEY COMPETENCIES

• Excellent leadership and management skills.
• Excellent decision making and problem-solving abilities.
• Friendly and personable.
• Professional nature.
• Basic knowledge of and interest in wildlife and flora and fauna sufficient to interact with guests.
• Good working knowledge of Microsoft Productivity Tools (Outlook, Word, Excel and Planner).
• Excellent communication skills (verbal and written).
• Highly organized and proactive.
• Passion for service excellence.
• Strong attention to detail.
• Excellent cost management.
• Honesty and sober habits.