Front Office Manager

Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, resort policies and procedures, coaching, training and correcting where needed

Maintain a professional and high quality service oriented environment at all times

Act as FOM for the resort, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise from the guest side.

Inform all staff contained by FO Department of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

Undertake full responsibility for Scheduling and Payroll of the department.

Undertake full responsibility for managing operating expenses and purchasing for the department

Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year. Supervise. Upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the resort.

Work closely with the Housekeeping Department, F&B Department, Guest service department & Reservation to improve guest services.

Coordinate daily activities with resort management team on a daily basis. (morning briefing)

Prepare the department’s annual budget and set departmental objectives

Operate the department within budget to achieve and set objectives

Prepare monthly financial and operational report

Optimize the utilization of rooms to maximize and revenue

Give regular meeting to all section heads of Front Office

Meet VIP guests

Liaise with the F&B department on room operation services

Liaise with the Accounting department for accounting support and credit control on guest account

Liaise with the S&M, Reservation department on room bookings

Ensure that the full range of Front Office services such as reception, information, baggage and transportation, gift shop… are up to the required standard

Resolve guest complaints and liaise with relative departments as required.

Always look for new local products and local sources of products for use in guest service and in the heart of house areas. Bring ideas on this to the attention of management

Hold department meetings, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.

Develop FO staff to their full potential. Assist the HR Department in developing training plans and sessions of the sections.

Motivate subordinates and provide training to them

Double check duty rosters and carry out necessary disciplinary

MOD duties

Monthly report about the achieving revenue and solution for next month

Increase revenue of action plan for guest entertainment (transportation, Spa, Gift shop, tour, F&B, guest activities)

Recovery & Incident report,

• Working in a dynamic, professional environment with many opportunities for career development

• Be entitled to welfare policies in accordance with state and company regulations

• Employee health care and attractive corporate activities inside and outside the company Opportunities for training and development in an international hospitality environment

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed are representative of the knowledge skill and/or ability required. :

Hospitality degree or hospitality industry accredited short course backed years of experience

Previous experience managing a team of front office employees through motivation, coaching and development.

The ability to; anticipate customer needs, change goals and direction quickly and multitas

Must be flexible with working nights, weekends, and holidays.

 A minimum of 3 years’ experience in all aspects of Rooms division in a medium to large resort is required, with at least 1.5 years of supervisory experience

CV and application letter