Training Program - Front Office Manager

Organization- Hyatt Regency Casablanca

Summary

Administration

* Oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
* Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
* Represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
* Spend time at the Front Office area during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
* Ensure that guest history records are accurately maintained and all repeat guests are pre-registered.

Customer Service

* Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
* Ensure that targets set for customer satisfaction survey scores are achieved.
* Ensure that Front Office employees provide excellent service to internal customers as appropriate.
* Assist in greeting and checking-in VIP and Long Stay guests, ensure that they are met by an AM, AFOM or GEM.
* Ensure that all Front Office employees are aware of current promotions, policies and other important information.
* Ensure that all Front Office employees are familiar with the hotel’s products and services.
* Implement consistent guest recognition programs and maintain relevant guest history database.
* Handle all guest and internal customer complaints and inquire in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
* Maintain positive guest and colleague interactions with good working relationships