Front Office Manager
2 weeks ago
**Summary**
Responsible for the day-to-day operations of Front Office, Executive Lounge and Concierge to ensure the achievement of established quality and service standards, and maximize the financial performance of the department.
**Responsibilities**:
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Daily liaison with the Reservations office to ensure accuracy in room allocation and maximising of yield.
- Responsible for the leadership and achievement of performance targets of Front Office.
- Implement Hotel policies, procedures, and service standards in accordance to brand and service guidelines set by Accor.
- Recommend and execute improvements in hotel policies and Front Office operations where there are opportunities for improving services, maximizing revenue and profitability where possible without comprising quality standards.
- Ensure that Hotel guests are taken care of in accordance with SOPs and guidelines, and resolve service issues, incidents or accidents as required.
- Serve as a role model to demonstrate appropriate behaviours
- Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Be involved in reviews of repair and maintenance issues, and coordinate with Engineering and Housekeeping to ensure all guestrooms are in good condition.
- Manage department controllable expenses to achieve or exceed budgeted goals.
- Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
- Assist in safety and emergency training for all employees.
- Perform other duties as directed by the General Manager.
**Qualifications**
- Sound knowledge in Hotel PMS (Opera)
- Excellent communication and interpersonal skills with colleagues and guests
- Excellent customer service skills and enjoy creating delightful moments for guests
- Able to thrive in a dynamic and fast paced environment
- Strong analytical and problem-solving skills
- Strong operational leadership with a business mindset
- To be fully conversant with:
- Hotel fire procedures
- Hotel security procedures
- Hotel Health & Safety policy and procedures
**Education and Experience**
- Diploma or Degree in Business Administration or Hotel Management.
- At least two (2) years of experience in a **similar capacity **within the luxury hospitality setting.
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