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Regulations

In compliance with Organic Law 15/1999, of 13 December, under the Personal Data Protection Act, we inform you that data collected will form part of an automated file, under the ownership of BARCELONA ACTIVE SPM S.A., with registered office at 162-164 Calle Llacuna, Barcelona, with the aim of managing enrollments and of informing of the company's activities and services within its field of action. You will be able to exercise access rights, rectification, cancel cancellation and/or opposition via written communication to the Legal Services of BARCELONA ACTIVE SPM S.A. at the aforementioned address.

 
Get to know this occupation

Other denominations

Front Office Manager, Front Desk Manager.

Description

Front office managers are in charge of organizing, directing and controlling the reception area. Manage the offer of rooms as well as their advance contracting, taking into account reservations, tickets, departures, billing and special situations (changes, overbooking, no shows, etc.), and optimize material and human resources in order to offer a higher quality of customer service, greater worker satisfaction, and maximum occupancy and production in the hotel establishment. They are also responsible for achieving the desired employment objectives and ensuring that the operation of the reception area is in line with the philosophy of the hotel establishment.

The reception and experience of clients during the process of making a reservation is the first and main contact that they have with the hotel establishment, for this reason it is very important to convey an adequate impression of professionalism, quality and hospitality. To achieve this, these professionals must ensure the correct training of the team and optimize the processes and operations of the front office department.

Tasks

Front office managers carry out the following tasks:

Management of reservations:
  • They must perfectly know the offer of accommodation services and the conditions of use, in order to be able to adequately inform the clients as well as to know the rates, promotions, discounts, payment methods'.
  • Process and register reservations for both accommodation and services in real time, adjusting their price to the existing offer at any time.
  • Have knowledge of the different types of existing reservations (back to back, series, FIT).
  • Control the availability of places at all times, keeping the reservation planning up to date.
  • Process cancellations and modifications of reservations.
  • Know the agencies, companies, reservation centres, etc., which are the regular customer sources and the link they have with the accommodation.
  • Update the file containing the customer data.
Management of reception staff:
  • Select staff and manage training, shifts and vacations. Collaborate with the Human Resources department in the management of sick leaves, leaves, payslips, etc. of the reception team.
  • Communicate to staff the established business and departmental objectives.
  • Plan, organise and supervise staff tasks.
Control and innovation in the reception department:
  • Control the daily reservation sheets in order to ensure correct compliance and detect possible incidents in the arrivals list (VIP reservation, people with disabilities or reduced mobility, families with minors').
  • Oversee room allocation.
  • Manage the groups of rooms that are pending booking assigned to the different tourist intermediaries.
  • Control daily billing and supervise the correct closing of invoices issued to customers and those derived from the accounting department.
Management of the economic results of the department:
  • Manage the budget established for their area.
  • Use resources in the most efficient way.
  • Interpret monthly budget results and take necessary corrective actions.
Management of material resources:
  • Control with the Head of Purchasing the stocks of office, informational and reception material of the department.
  • Plan with the maintenance department the frequency of cleaning in the department areas.
  • Supervise the conservation of staff uniforms and reception furniture.

Quick access and copyright:

Centre per al desenvolupament professional Porta22
Convent de Sant Agustí
Ca n'Andalet

Barcelona Treball (Porta22)
+34 934 019 899
bcn.cat/treball

Barcelona Activa Headquarters
Llacuna, 162-164
08018 Barcelona
+34 934 019 777
bcn.cat/barcelonactiva

Generalitat de Catalunya
Unió Europea FEDER
Unió Europea FSE