Front Office Manager

**JOB SUMMARY**
Leading the team in Front Office to achieve better service standards in terms of guests and associates satisfaction. Ensuring the department is well maintained and and in keeping with the company’s integrity and image. Organising adequate/more training for all associates in Front Office for their ‘self’ improvement. Ensure associates are practicing a balanced work/life schedule.

Areas of jurisdiction will be the Front Desk, Concierge including Bell Counter, Business Centre, Executive Lounge and Lobby Area.

**JOB DUTIES AND RESPONSIBILITIES**:

- Ensure daily operation is smooth and is manned by sufficient manpower at all times.
- Be aware of the duties and responsibilities of all associates in order to lead the department better.
- Conducting departmental meetings and chairing of managers meeting for Front Office.
- Ensure all associates abide by the policies and procedures of the department / hotel.
- Checking on condition of equipment in the hotel (especially lobby areas), to ensure all are in working condition and up to standard to maintain our corporate image.
- Purchasing of department’s stationary and equipment when required.
- Monitoring occupancy of the day in order to have a better control over rooms’ inventory.
- Ensure all associates are consistently enrolling for new Marriott Rewards members.
- Checking on the progress / YTD of Guest Satisfaction Survey daily.
- Checking on daily log entry in the incident book to ensure all matters are solved promptly and according to guidelines given by supervisors.
- Monitor purchases of the department and ensure monthly expenditure is in line with budget.
- Reviewing of repeat guests’ experience to ensure the quality of their stay are up to standard.
- Reviewing and fine tuning all policies and procedures for the department as and when required.
- Responding to guest comments and complains from Guest Satisfaction Survey or Guest Alert from corporate as and when required.
- Planning of department’s budget with the Department Head and Director of Finance annually.
- Ensure the Executive Lounge is manned with experience associates at all times in order to achieve ‘Guest Service Excellence’.
- System managers for PMS in the hotel and liaise with PMS support for back ups, baseline update etc.
- Attending meetings scheduled by management when necessary. E.g. Executive Committee meeting, Leadership meeting, Sales Strategy etc.
- Dealing with associates appraisal and managers ‘Leadership Performance Process’.
- To ensure that the department practices “Managing from the Lobby” concept and to ensure that there is senior management from the department present in the lobby areas during peak times.
- Maintain effective service in line with the hotel’s corporate image

a. Company’s Grooming Standard

b. Standard Operation Procedures

c. Departmental Policies

d. Corporate Policies
- Cash Handling
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Process adjustment vouchers, paid-outs, correction vouchers, and

miscellaneous charges.
- Count bank at end of shift and secure bank.
- Balance and drop receipts according to Accounting specifications.
- Provide change to guests.
- Obtain manual authorizations and follow all Accounting procedures when computer system is down.
- Cash guests' personal checks and traveler's checks.
- Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
- Any other duties as may be assigned from time to time.

**JOB REQUIREMENTS**:

- A minimum of 2 years in relevant experience as Front Office Manager or Assistant Front Office Manager.
- Able to deal with associates and guests' professionally.
- Knowledge of P&L.
- We regret that only shortlisted applicants will be notified._