Front Office Manager

Overview of duties
• Performs Front Office, Reception and Information operations, applying the organisational structure defined by the Front Office Manager.
• Promotes the Pullman brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills.
• Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile.
• Takes care of guests from their arrival through to their departure. Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
• Promotes the hotel's offer. Helps meet the department's quantitative targets through his/her sales efforts.

Main responsibilities
Customer relations
• She/he is responsible to monitor the global Front Office operation. Responsible for the guest's satisfaction in accordance with the hotel's philosophy.
• She/he must achive a high level of guest's satisfaction by maintaining consistency and efficiency in service and politeness among the members of the staff. She/he must control the Front Office expenses to a minimum level and to maximize the revenue through room and outlet sales.

Professional techniques / Production
• Represents the hotel in a positive manner on and off duty.
• Makes reports to General Manager and to the Head Office.
• Controls Room Reconcilidation form on a daily basis.
•Controls the Room Revpar, the everage room rate, and enhance the sales strategy.
• Analyzes results and give ideas to increase profitability.
• Controls the expenses of department and maintain them as low as possible within the level of service according to hotels philosophy.
• Checks the City Ledger with the financial controller.
• Ensures that the statitics data concerning the daily operations of the Front Office are correctly recorded
•Optimizes the sales by suggestive selling; train staff on selling techniques and ensure that they are implemented.
Sets up the norms and procedures of department according to the specificattions of the hotel; ensure that these norms and procedure adre followed through.
Constantly reviews and updates these procedures.
Consolidates the policies of the department and ensures their application.
Transmits his/her knowledge to the staff to improve their performance and corrects them if necessary.
Prepares all the necessary documents for the day to day operation and assigns the tasks to subordinates.
Handles and solves special requests and complains.
Checks so that tasks are accomplished accurately by the staff.
Supervises the work of subordinates.
Delegates tasks to his subordinates to prepare them for bigger responsibility.
Controls and ensures the follow up of the reservation system.
Checks operational documents like Front Oxxffice logbook, a rrival and departure lists.
Checks the list of guestroom assignment of the next day.
Presents in the lobby during the busy period like check-in and checkout.
Checks and coordinates the car transportation booking.
Authorizes room changes, rebates.
Participates in the periodical meeting with all managers.
Inspects all equipment continously and keep the well amintained to ensure proper funtioning.
Builds teamwork and staff morale in the department.
Is responsible for the interview/recruitment/hiring/terminating of staff within department.
Handles discipline actions.
Controls department Human resourse isues and procedures.
Prepares the schedule ò the staff.
Conducts periodic(half-yealy) staff performance appraisal.
Organizes periodic meeting and communicates with all departmental staff
Guides/coaches/motivates staff to provide a high level of service to the resort guest.
Is responsible for the selection/training/development of staff with an eye towards maximum productivity and guest satisfaction.
Attends all the assigned training programs.
Draws up and update the job descriptions and job specifications for the respective positions within the department.
Organizes his/her manning as reflected on the Organization Chart and according to budget.
Develops training and development plans for staff, implements and evaluates these plans.
Develops and constantly reviews standard and procedures fairly and consistently with staff.
Helps to minimize wastage, neglect, breakage and mishandling of equipments and supplies.
Takes f ull responsibility of tasks that has been assigned to him/her.
Controls the hygience and cleanliness of work are, equipent and material.
Controls and applies strickly all safety and hygiene policy regulation and procedure of the hotel.
Constantly controls adherence to the grooming standards of Pullman Danang Beach Resort, also within other departments.
Conducts herself/ himself in a respectable way so as to provide a role model for junior staff.
Reports to the management of any deviation from established practices and standards.
Performs other duties as maybe assigned.

Team management and cross-departmental responsibilities
• Is responsible to control Front Office operations in regards of accounting procedures and guest service procedures. In coordination with Sales & Marketing control of reservations department. Continues departmental training is key resopnsibility. Is responsible to constantly review and update Job Description and standard operation procedures.

Commercial / Sales
• Promotes the hotel's range of services in order to increase sales.
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels.
• Conducts visits of the hotel and points of sale. Gives feedback to the Sales department.

Management and administration
• Monthly reports on departmental revenue and expense. Responsible for controlling all confidential and financially related information of Front Office.
• Security/Confidentiality: Handle highly confidential finacial, emmployee, corporate data, legal and tax information on daily basic.

Hygiene / Personal safety / Environment
• Enviroment: Indoor, office enviroment. Standard hotel business hours must be maintained. Additional hours necessary to provide support for special funtions that require the assistance of a Front Office Manager Professional working enviroment.

Reporting line
Directly report to General Manager.