Front Office Operations Manager
2 weeks ago
Basic Function
Responsible to direct, control and coordinate activities in guest services, reception, concierge, staff training and administration, ensuring its effective operations and profitability of the Department.
Responsibilities
Coordinate with Housekeeping, Finance and other Departments in handling guests' requests, inquiries and feedback regarding accommodation, service and billing. Ensures that these activities are well executed to ensure guests' satisfaction with accommodation and services.
Formulate and enforce all policies, procedures, rules and regulations pertaining to Front Office activities to ensure adherance.
See to the preparation and finalization of all Front Office reports and schedules.
Plan, manage and develop manpower of the department to maximise use of human resources at optimum cost.
Ensure that the investigation of irregularities and undesirable guests and checks on room occupancy discrepancies are properly conducted.
Attend to reservations and registration of special VIP guests personally.
Recommend Hotel discount pries, approval of credit, accommodation and decide whether to upgrade guests' accommodation.
Ensure all guests accounts are properly maintained and controlled
Ensure an effective control rooms reservaion to avoild overbooked situations and to maximise room revenue.
Control expenses of the department to minimise loss and maximise revenue but not to compromise service.
Prepare yearly Front Office budget and CAPEX.
Job Specifications
Knowledge and Skills
Good knowledge and skills for the operations of the various sections in the Front Office.
Educational Qualification
Degree/Diploma
Experience
Minimum 5 years of experience in the Front Office.
Tell employers what skills you haveFront Office
Listening Skills
IT Service Management
Assertive
Customer Experience
Housekeeping
VIP
Investigation
Administration
Service Leadership
B2B
PMP
Customer Quality
Human Resources
Six Sigma
BPO
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