Job Description

Property:

COMOMetropolitan London

Position:

Front Office Manager

Department:

Front of House

Reports to:

FOH Manager

Role:

The Front Office Manager coordinates and manages all administrative functions for the Front Desk. He/she ensures that Front Office policies and procedures are consistent with the Hotel objectives. The Front Office Manager is responsible for AFOMS, NMs, Team Leaders and receptionists. He/she ensures that rooms, public areas, reception are at all times in perfect condition.

Tasks/Responsibilities:

Act without prior approval and with full authority within his/her scope to ensure that all of the COMO Metropolitan London policies and procedures are followed The role is a Head of department level, i.e. Leading and Managing the Front office team and the operations to the highest levels, alongside and especially in the absence of Front of House Manager Participate in and help develop training programs for staff, to meet hotel standards, maintain high morale, minimize turnover, and concentrate on staff development on a monthly basis Review all arrivals and allocations to ensure a smooth arrival and stay Ensure that credit procedures set by the company are met and comprehended by staff. Ensure all guests staying in the hotel have an agreed method of payment Plan an efficient team roster based on business demand in a timely manner to be approved by FOM and communicated to the team Be certified and fully versed in all positions contained in the Front Office Department Liaise with Housekeeping and Maintenance to ensure punctual and efficient re-letting of rooms Keep a positive attitude at all times and promote his/her departments. Recognise a successor and endeavour continuously to motivate staff through feedback and constructive suggestions Assist in conducting staff meetings and seminars on a monthly basis Maintain an effective flow of communication from Front Desk to all departments and ensure all front Office staff are kept informed of items that concern them Assess guest complaints/problems taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests Work closely and supporting the AFOMs & NMs to prioritise and plan team training and development Be aware of our position within our competitive set and our price comparisons by rate and occupancy. Have an understanding of revenue strategies and ensure team adhering to directive of the hotel. Conduct oneself in such a manner as to reflect the COMO Metropolitan London standards. Act as a leader and role model for all staff to emulate

Essential Attributes:

Previous experience in FOH / Reception in luxury hotel setting Proactive in approach with self-driven attitude Be fully conversant with fire and emergency procedures Excellent spoken and written English Ability to work under pressure and manage multiple tasks simultaneously Strong attention to details Ability to address performance issues constructively and fairly while maintaining a positive team atmosphere Cultural awareness
Desirable Attributes:


Excellent social and communication skills Well-presented and groomed Previous experience with OPERA PMS or CLOUD Be familiar with current employment laws Ability to speak another language

Sustainability & Corporate Social Responsibility

At COMO, we are committed to fostering sustainability and corporate responsibility across all aspects of our operations. As part of our team, you will play an active role in shaping and supporting initiatives that align with our environmental, social, and governance (ESG) goals. We value candidates who are passionate about driving sustainable practices and contributing to a positive impact on our communities and the planet. Your participation will be crucial in helping us meet our sustainability objectives and create lasting change.

Extra Duties:

From time to time you may be asked to undertake duties that are not included in this job description. You should agree to undertake these duties as long as the request is reasonable and will not affect your health, safety or security.