Front Office Manager/Room Division Manager

* Welcoming guests in an efficient and friendly manner; * Handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolving customer complaints; assisting customers in all inquiries in connection with hotel services; * Responding to all guest requests in an accurate and timely manner (both in person and by phone) ; * Utilizing a variety of computer systems to check guests in and out, run daily reports, select and block rooms for arriving guests; * Accepting requests of reservations, its changes and cancellations in the absence of Reservations Department Staff; The main goal of this employment is to obtain the necessary knowledge of Marriott`s corporate policies and SOPs; to understand the wants and needs of the clientele in a luxury hotel segment and to observe and apply management`s decisions in various daily situations.

Directing and controlling the activities of the Front Office and Reservations Departments to create a special welcoming and memorable experience for the guests. Primary responsibilities are to ensure the smooth registration and cashiering functions of the Front Office, ensuring accurate follow-up on any problems, guest requests, and special requirements. * Daily arrival reviews, VIPs, special requests, group needs, room assignments * Drawing up and implementing the training plan * Ensuring company’s policies, SOPs and security requirements are met * Preparing work schedules in line with activity forecasts * Responding to guest feedback online, researching the issue and implementing follow-up procedures * Preparing the annual budget for the department

Ensuring communications and follow-up on any problems, guest requests or special requirements. * Interviewing, training and scheduling the staff in the absence of FOM. * ResolvIing customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. * Assuring that all financial and credit procedures are followed. Checking cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements

Check-in and check-out guests, including groups. * Answer all guest requests and questions in a friendly and caring manner, provides/receives information and takes appropriate actions or refers the matters to the relevant persons to handle. * Handle message, mail and parcel addressed to our guests and associates. * Manage invoicing payments and cash operations during the day shift. * Check the “room report” and keep housekeeping informed of any modifications. * Selling and promoting other services of the hotel. * Making reservations and cancellations if required.

* Checking guests in and out * Making reservations * Monitoring all cancellations and no-shows * Complaint handling * Cashiering