Front Office Manager

Job Purpose: To ensure the smooth and efficient running of the Front Office Department as well as other Departments.
Key Responsibilities/Major Tasks/Principal Accountability:
Main Duties:
• Have responsibility for all of the room service
• Have responsibility for checking, reviewing and reporting the breakfast daily.
• Monitor and coordinate with departments to handle damage/repair issues
• Monitor and store legal documents
• Continue to carry out inspection teams under the assignment
• Operate and supervise the daily operations of the hotel, ensuring that all departments run smoothly and efficiently
• Ensure service quality and customer satisfaction always meet the highest standards.
• Monitor the implementation of operating procedures, ensuring all comply with hotel regulations and standards.
• Manage and develop of the Front Office department and other departments operations.
• Based on job requirement, assign daily work, take care of time attendant record, make roster adapting daily need.
• Conduct regular communications meetings and make sure that departmental briefings and meetings are effective and conducted as necessary.
• Handle all guest and internal customer complaints in a courteous and efficient manner to make sure problems are resolved satisfactorily.
• Maintain positive guest and colleague interactions with good working relationships.
• Ensure all employees provide a courteous and professional service at all times.
• Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
• Ensure that all Front Office employees are familiar with the hotel’s products and services.
• Personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
• Spend time in Front Office areas during rush hour to ensure that the area is managed well by the respective team and delivers the brand promise.
• Make and maintain good customer relationship.
• Maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business.
• Ensure that the Front Office operates with the lowest possible cost structure while also delivering on the brand standard to the guest.
• Maximise rooms’ sales and revenues for the hotel through appropriate yield management, upselling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.
• Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system.
• Ensure that all policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
• Assist in weekly yield and revenue management meetings, as necessary.
• Work through the respective Head of Departments to take corrective action where necessary.
• Conduct frequent and thorough inspections of guest rooms and rooms areas in general together with the Housekeeping Manager.
• Control guest room keys properly according to hotel policy.
• Assist in securing external guest accommodation in overbooking situations.
• Ensure that public areas are clean and up to standard.
• Ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, as well as housekeeping team is notified in order to be prepared with the appropriate welcome amenities.
• Ensure that all V.I.P. and long stay guests are met on arrival.
• Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
• Work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Ensure that all guest details are entered correctly in accordance with the principles of hotel.
• Handle the preparation of the Annual Business Plan (if any).
Financial Management:
• Monitor and control the hotel’s operating budget, including costs, revenue, and profitability.
• Analyze financial metrics and report on the hotel’s business performance.
• Ensure profit optimization through cost control and revenue enhancement.
Personnel:
• Oversee the punctuality and appearance of all Front Desk employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• Develop the skills and effectiveness of all Front Desk employees through the appropriate training, coaching, and mentoring.
• Assist in the planning and implementation of effective training programmes for all Front Desk employees.
• Prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Encourage employees and recognise them for their contribution to the hotel.
• Understand and strictly comply with Rules and Regulations established in the Employee Handbook as well as policies and procedure of Front Office Department.
Other Duties:
• Ensure high standards of personal presentation and grooming, as well as a positive role model on purpose.
• Maintain high personal standards of timekeeping, always present for duty as scheduled.
• Maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
• Attend training sessions and meetings as and when required.
• Ensure that colleagues are always fairly treated without favour or unfair expectations.
• Take immediate action in the welfare, safety of employees.
• Carry out any other reasonable duties and responsibilities as assigned.

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Communication, Customer Satisfaction, Financial Management, Guest Service Management, Team Management