Front Office Manager at Peniel Apartments Limited

Peniel Apartments Limited is a hospitality company in the heart of Abuja, providing of medium to long-stay, serviced apartments to guests from various parts of the world for over twenty years.

We are recruiting to fill the position below:

Job Title: Front Office Manager

Location: Abuja
Job Type: Full-time
Department: Front Office
Reports To: Executive Director
Days of Work: 5 days

General Job Description

• The occupant of this role will supervise the day-to-day operations of the front office and business development activities within the organization.
• He/she will be responsible for guest management, training and staff management as well as be partly responsible for revenues at the hotel.

Duties & Responsibilities

• Work to implement required Standard operating procedures at the front office as approved by management.
• Supervise staff and all front office activities including reservations, booking and check-in while ensuring the effectiveness of the process.
• Train, cross-train, and re-train all front office personnel.
• Participate in the selection of front office personnel.
• Monitor work Schedules and shift roasters for the front office staff.
• Supervise workload during shifts.
• Evaluate the job performance of each front office employee.
• Conduct regularly scheduled meetings of front office personnel.
• Prepare performance reports related to front office.
• Review daily front office work and activity reports generated by Night Audit.
• Review and complete credit limit report after gaining approvals from management.
• Verify that accurate room status information is maintained and properly communicated.
• Resolve guest problems quickly, efficiently, and courteously.
• Routinely solicit for feedback from guests via the guest feedback process.
• Submit weekly guest contact list regardless of whether or not sales were made.
• Standardize existing promos and document them.
• Provide guests information about the offers and special deals
• Send promo sales information to potential guests 
• Submit monthly reports on the number of enquiries that were successfully converted to sales at the front office
• Utilize the database of guest accounts for telesales, email marketing and promo sales purposes
• Ensure the updated with a minimum addition of 30-50 guests on a monthly basis
• Submit a report on the updated database on a monthly basis stating details of new additions and utilization.
• Work within the allocated budget for the front office.
• Uphold the apartment’s commitment to hospitality.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
• Monitor selling status of house daily. I.e. flash report, allowance etc.
• Prepare revenue and occupancy forecasting.
• Monitor high balance guest and take appropriate action.
• Via the use of database analytics and review of feedback form, generate monthly reports on occupancy showing the number of first-time guests, return visits and revived customer relationships.
• Prepare and submit quarterly reports on guest segmentation, feedback and observation and proffer suggestions for process improvements.
• Carry out periodic self-audits on the department to determine the implementation status of all approved improvement processes.
• Ensure implementation of all apartments policies and house rules.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensure accurate input of data on opera to maximize its reporting value.
• Maintain working relationship and communicate with all departments.
• Document the procedures for checking if guests’ accounts are funded and the steps to follow if the accounts are not funded.
• Maintain schedules showing the status of each guest’s account and update as required.
• Check cashiers in and out and verify banks and deposits at the end of each shift.
• Enforce all cash-handling, check-cashing, and credit policies.

Job Requirements
Education & Training:

• A Bachelor’s Degree in Hospitality or similar Certification.

Knowledge & Experience:

• 5 - 7 years experience in the hospitality industry, at least.
• Good understanding of procedures and practices in the hospitality industry.

Skills & Abilities:

• Proficiency in the use of Opera PMS software is a Must.
• Outstanding customer service skills.
• Complaint handling and conflict resolution skills.
• Good personal presentation and professionalism.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Good leadership and training abilities.

Application Closing Date
31st May, 2023.