Front Office Manager
2 hours ago
**Responsibilities**:
- Responsible for setting up the Front Office training tools such as job descriptions, policies and procedures, and training plans as a guideline for the Front Office operations.
- Management of the hotel’s Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service in the industry.
- Effectively oversee all guest arrivals and departures, ensuring that the room allocations and check-in/ check-out processes follow set procedures and are guest centric.
- Lead and guide the Front Office team to provide Cousu Main Service to the guests
- Work closely with Engineering to ensure that maintenance requests are followed up on and completed efficiently.
- Prepare monthly reports for the Front Office Department and revise the key performance indicators together with the Housekeeping Department and the Reservations team.
- Develop the team ambassadors to excel in their job roles.
- Maintain effective communication with the Front Office Ambassadors and with other relevant departments to create a seamless experience for guests.
- Manage departmental key performance indicators (Financial, Guest satisfaction, Brand compliance)
- Liaise with Housekeeping to ensure that room cleanliness standards are maintained.
- Ensure that public areas are clean and well presented with regular monitoring.
- Liaise daily with the Reservations team to ensure accuracy in room allocation as well as the maximization of yield.
- Oversee the daily movement of guest activities and be able to resolve any guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
- Supervise lobby services such as valet and bellmen duties, ensuring that guest - arrivals and departures are as efficient as possible.
- Ensure that the night audits are conducted effectively and accurately.
- Ensure there is management support and presence visible at the Front Office and in the lobby during key periods throughout the day.
- Coordinate with security in the investigation of irregularities and undesirable guests.
- Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
- Strive to implement the Sofitel Vision and demonstrate active use of the Sofitel Values.
- Any other reasonable request as required by Hotel Management.
**Position Requirements**:
- Minimum of 5 years hotel operational experience, Front Office essential, 5 star luxury environment preferred.
- Strong operational background with experience in the implementation and management of brand standards
- Project professional image at all times through personal presentation/ interpersonal skills.
- Experience in the coaching and development of a professional management team.
- Able to initiate contact and establish rapport easily.
- Efficient organization of time and work.
- Ability to influence others to achieve common goals.
- Appreciates and maintains an effective outlet for stress.
- Excellent numeracy, verbal and written communication skills.
- Has the ability and willingness to undertake further development.
- Works under pressure without negative impact.
- Develops and maintains co-operative working relationships.
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