Front Office Manager

**Purpose of Job
The Front Office Manager oversees the front office team. He/She manages, supervises and coordinate the daily front office operation and ensure that all procedures are performed in accordance with established standard and procedures to reach optimal guest satisfaction. He/She monitors financial performance and works jointly with the Reservations and Sales Teams to maximise room occupancy and departmental revenue.

Responsible for the department annual budget process. Close working relationships are also maintained with other departments such as Housekeeping and Engineering Departments to resolve challenging guests’ issues and concerns efficiently and maintain the upkeep of the property. Responsible to hire, staff development and performance management.

**Key Responsibilities Areas
Manage Front Office Operations
- Lead the development and implementation of operations strategies and plans for front office operations.
- Develop and review operating procedures and service standards for front office operations.
- Oversee front office operations to ensure adherence to organisational standards and procedures.
- Establish and maintain guest relationships to build customer loyalty.
- Ensure that all guests, and groups are efficiently check-in and check-out in accordance with established standards and procedures.
- Monitor the daily occupancy and room rate categories with the revenue department to maximise room occupancy and revenue.
- Coordinates with Finance Department regarding billings and deposits.
- Handles correspondence, follow up on confirmed and adhoc bookings.
- Accurate manage and control of keys/key-cards.
- Ensures that all areas are maintained to a high standard of cleanliness.

Drive Service and Operational Excellence
- Monitor front office logs on special requests, instructions, and information to ensure guests satisfaction and operational efficiency.
- Deal with complaints, incidents efficiently and effectively, and problems solve and communicating with the General Manager, respective department heads in a constructive and clear manner.
- Evaluate office service quality and obtain feedback from guest satisfaction levels for service improvement.
- Interact with guests to gather feedback on service quality.
- Identify and review guests’ complaints/feedback in the front office’s log relating to any unusual occurrences and make proper recommendations.

Operational Risks Management
- Ensures that all appliances, fixtures, and fittings are safe and work in accordance with the Workplace Safety and Health regulations.
- Familiarizes with credit policies, checks on guests’ high accounts and follow-up on payment.
- Develop crisis management, business continuity and recovery plans for the front office.

Team Management
- Oversee the implementation of capability development plans for staff.
- Lead the management of staff performance to achieve department goals.
- Supervises and participates in the activities of the Duty Managers, Front Office Executive and Guest Relations Officers.
- Ensures high moral and spirit among staff by the practice of sound decision making, motivation, and art of listening and giving advice.
- Organise new employee induction and ongoing training and ensure that all Front Desk are advised and trained on all changes in policies and procedures.
- Ensure duties roster, days off and vacation are distributed equally for all the Front Office staff.

Budget Management and Report Management
- Manage departmental annual budget process.
- Ensure proper utilisation and accounting of resources.
- Present reports and recommendations for management updates and decision-making.

**Requirements**:

- Minimum Diploma or equivalent qualifications in Hospitality/Hotel Management.
- Minimum 12 years of relevant experience in front office and customer service operations.
- Good working knowledge of budget plans, budget forecasting and budgetary control techniques.
- Drive service quality and guest satisfaction.
- Proficiency in Microsoft Office.

**Competencies**
- Strong communication and written skills.
- Strong leadership and proven team building skills with the ability to demonstrate the direction to staff towards a common purpose of shared vision, goals and strategy.
- Strong people and relationship management skills.
- Strong systems thinking in problem solving and decision making.
- A team player.
- Exhibit excellent organisational and time management skills.
- Highly adaptable with the ability to lead and direct changes.