Front Office Manager

 Job Description

Front Office Operation

· Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues

· Check that all Front Office employees report to work punctually and are well groomed before each of their shift

· Conduct daily briefings and ensure that all pertinent information is well received by team members

· Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions

· Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to

· Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible

· Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

· Liaise with Finance Department to ensure that credit procedures are properly carried out

· Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue

· Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling

· Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards

· Handle all guest correspondences and ensure prompt follow-ups

· Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

· Interview, select and recruit Front Office employees

· Identify and develop team members with potential

· Conduct performance review with the team

· Constantly monitor team members’ appearance, attitude and degree of professionalism

· Prepare detailed induction programs for new employees

· Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

· Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

· Prepare payroll and gratuity reports

· Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Skills and abilities

· Diploma in Tourism & Hospitality Management

· Minimum 3 years of relevant experience in a similar capacity

· Excellent reading, writing and oral proficiency in English language

· Ability to speak other languages and basic understanding of local languages will be an advantage

· Proficient in the use of Microsoft Office

· Strong leadership, interpersonal and training skills

· Good communication and customer contact skills

· Ability to multi-task, work well in stressful & high-pressure situations

· A team player & builder

· A motivator & self-starter

· Well-presented and professionally always groomed

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