Front Office Manager
2 weeks ago
**Job Descriptions**
- Coordinate with Housekeeping, Engineering and other Departments in handling guests’ requests, inquires and complaints regarding accommodation, service and billing. Ensure 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 and ensure that Front Office staff personally understand and adhere to such approved standard procedures and policies of the Hotel.
- See to the preparation and finalization of all Front Office reports, schedules and so on.
- Maintain all the cashier float at Front Office to be in order.
- Check employees’ performance regularly, correcting any mistakes and inadequacies, proceed the counselling if necessary.
- Assess the performance of the staff in Front Office Department regularly and give recommendation of promotion/re-designation to higher management if any staff is applicable.
- Attend daily operation briefing chaired and conduct departmental briefing regularly and keep team updated the necessary information.
- Train personnel according to the established procedures by conducting regular training, schedule meeting to discuss problems, give instructions and assignment of duties etc.
- Ensure that the investigation of irregularities and undesirable guests are properly conducted.
- Receive and greet VIP guests and attend to their inquiries, requests and needs.
- Develop and implement procedures to govern Front Office activities and ensure the Front Office personnel understand and adhere to such approved standard procedures and policies.
- Ensure an effective control rooms reservation to avoid overbooked situation and assist to maximize hotel occupancy.
- Monitor the online guest review to know both positive and negative feedback, share with team, and take necessary action for the improvement on service.
- Perform any duties that may be assigned from time to time by GM.
**Job Requirements**
- Degree or Diploma in Hospitality Management or other relevant qualification is preferred.
- Minimum 4 years’ related experience in a full-service hotel
- Oral and written fluency in English. Fluency in another language is an advantage
- Commitment to work rotating shifts, weekends and public holidays.
- Great communication skills, ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.
- Able to identify problems and issues in a pre-emptive manner, and resolve them independently and creatively
- Meticulous with strong attention to details with good follow-up
- Able to provide leadership in creating a cohesive, creative, effective team environment
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