Front Office Manager

The Front office manager is responsible to maximise room revenue and profit through commercial rooms management and for ensuring a consistently high standard of customer service within the department.

The incumbent is expected to champion the Vision, Purpose and Values of the organisation, build and maintain positive working relationships with all Associates, to seek both education and service excellence opportunities to actively contribute to the development of the profitability and efficiency of the property at large.

Provide strategy and planning to drive operations while deliver administrative support in the areas of manning, identifying and improving our associates’ competencies in facilitating positive guest relationships towards creating memorable guest experiences during their stay. With guidance of senior leadership, the incumbent will be responsible for their self-development of leadership, administrative and operational skills and competencies towards their careers within Pan Pacific Singapore.

**Primary Responsibilities**

**Operations**
- Maintain and implement the Rooms Operation Management System in all Front Desk and Concierge Departments and undertake regular monthly audits and review to ensure standards are being met.
- Ensure that all Associate teams adhere to service and product delivery as a well as PPHG brand standards with a view towards delivering memorable guest experiences.
- Ensure the necessary forward planning is carried out to achieve the pre-set annual budget for room revenue.
- Keep Senior Management informed of any risk or opportunity in relation to the pre-set performance figures.
- Ensure all front office associates are aware of all room sales/revenue targets and are kept informed of performance results.
- Ensure regular communications meetings are held with front office associates.
- Adhere to company credit policies to ensure all revenue expected will be received.
- Ensure effective coordination of operations (including service delivery where appropriate) of Associate teams in their day-to-day activities.
- Continuously study, monitor and evaluate policy and procedures of guest-facing operations and propose necessary improvements to the Executive Committee.
- Drive associate team morale, efficiency and collaboration.
- Analyse, recommend and implement improvement initiatives and innovation.
- Recommend and (where appropriate) lead in the design and implementation of ad hoc projects in co-ordination with the Executive Committee.

**Financial Management**
- Utilise various reports and feedback from both internal and external customers to drive strategies to ensure profitability and satisfaction throughout the property’s operation.
- Ensure Front Office associates operate with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximisation of revenue.
- Maximise room sales and revenue for the hotel.
- Monitor competitor’s performance, both past and future, to ensure correct selling strategies are applied in agreement with the Revenue Manager/Director.
- Ensure revenue management standards of availability control are applied, to achieve the maximisation of room sales and revenue in agreement with the Revenue Manager/Director.
- Make all decisions regarding overbooking the hotel in agreement with Revenue Manager/Director. Ensure all Book Outs are carried out by a member of management.
- Monitor competitor’s performance, both past and future, to ensure correct selling strategies are applied in agreement with the Revenue Manager/Director.

**Human Capital & Development**
- Develop and grow the Front Office associates through leadership, mentorship and coaching to fuel the growth of the team and of the Pan Pacific Hotels Group.
- Conduct departmental orientation sessions and arrange on-the-job training for new hires to the restaurants, bars and events team.
- Champion WDA / WSQ programs toward professional certification for associates.
- Collaborate with Human Capital team to have an efficient and effective recruitment process.
- Collaborate with Learning & Development team in the education plans to increase associates’ knowledge and skills.
- Have a regular brainstorming sessions that includes all associates to create a flow of new and ‘improved’ ideas.
- Facilitate the performance review process for the department, adhering process schedule and follow up.
- Counsel, coach and mentor individual associates as required to drive initiative, performance and consistency.
- Maintain a close mentor-mentee relationship with the senior leadership team.
- Champion the reward and recognition of associates eg. Dazzle Diary program.

**Service Standardization**
- Understands role as champion of Our Vision, Purpose and Values of PPHG in order to continue to develop and strive to deliver higher service standards than guest expectations among the incumbent and all associates.
- To actively lead implementation and a