Front Office Manager

The Front Office Manager role is responsible for managing daily operations of Front Office department, directs and coordinates activities of reservation and reception to ensure resident satisfaction from their check-in through check-out; to ensure proper completion of all front office duties at highest standards, preparing and completing all required reports in an accurate and timely fashion.

All responsibilities are to be performed in accordance with the highest Village standards, Company policies, practices and procedures, as well as within the framework and intent of the Vision of Hoiana Management property.

Pre-Opening

• Assists with the property handover, defect documentation, follows up on defect rectification and punch list repairs for lobby and relative areas.
• Works in conjunction with Staff Village Management in selection of OS&E, hiring, policies and budget.
• Responsible for the setup of lobby, reception desk, pantries and/or storages.

Management and Administration:

• Oversees the responsibilities of Front Office Department including reservation, room allocation, check-in, check-out, service provision, handling of inquiries and complaints…
• Establishes standard operating procedures, workflows and quality control plans in accordance with the Village standards, procedures and quality policies.
• Manages and monitors activities of all employees in the department to ensure they adhere to the standard operating procedures, internal rules and regulations, Code of Conduct and other policies; Coaches, trains and correct them where needed.
• Plans, schedules, assigns tasks to subordinates according to departmental plans. Monitors to ensure all assigned tasks are well performed.
• Responsible for room allocation, in accordance with guidelines and policies, handling any switches as necessary.
• Deals with complaints, problems, disturbances, handling disputes, grievances, conflits and any other issues that may arise in the department.
• In conjunction with Village Manager and Human Resources Manage, works on performance appraisals, coaching, counselling, discipline and grievance, employee relations, salary and benefits, succession planning.
• Identifies employees with potential for promotion and/or transfer and makes appropriate development plans for them, in accordance with company policies.
• Communicates effectively with team members, encourages the development of the team to achieve their highest potential. Be an inspiration of all department team to achieve luxury levels of performance.
• Ensures completion of all departmental daily/weekly/monthly reports in an accurate and timely fashion.
• Responsible for controlling all confidential and financially related information of residents.
• Issues supplies and equipment to staff and insures operational expenses are in line with budget.
• Manages par stock, organizes inventories and prepares orders to ensure adequate supplies and equipment.
• Administers inventories of supplies and equipment as company policies.
• Investigates complaints regarding front office services and take corrective action accordingly. Communicates resident feedback with Village Management and plans for future improvement.
• Ensures admin building main entrance, lobby, reception desks and all furnitures are kept clean, organized and secure at all time.

Reservation

• Oversees reservation administration to ensure compliance to all Company policies in regards of staff housing. Manages to reservation processes and operations.
• Meets weekly with Resort HR representatives to forecast and plan occupancy and room allocations and to discuss any issues from residents.
• Manages and keeps accurate records of bookings on the reservation system.
• Remains accurate room inventories by ensuring all room booking requests are responded swiftly.
• Ensures that the arrivals’ checklist is updated daily and that inconsistencies are investigated immediately.

​Resident Services

• Updates resident pre-arrival information, reviews and manages all pre-arrival preparation.
• Responsible for room allocation, paying special attention to resident personal factors such as gender, age, nationality, religion, language, ethnicity, division/Resort/Operator of employment, employee level, occupation and other personal characteristics if available.
• Manages, coordinates and streamlines all arrival process, check-in procedures and residence registration as local regulations.
• Manages the daily room movements: arrivals, departures, room moves, room allocations to optimize room usage and cost of operation.
• Verifies that accurate room status information is maintained and properly communicated, ensures all room status discrepancies are investigated and settled properly.
• Maintains an organized and comprehensive filing system with resident folios, documentation of bookings, schedules, forecasts, reports and tracking logs.
• Handles resident inquiries and problems quickly, efficiently, courteously and in accordance with the Village Code of Conduct and housing policies.

Safety and Security

• Implements and ensures that Fire and Safety policy is adhered to.
• In conjunction with the Security Manager, ensures that the safety and security of residents is paramount.
• Helps to ensures that the Staff Village Fire Safety is being managed in accordance with local regulations.
• Informs any suspicious people, activities and/or hazardous conditions to the Security Manager.
• Manages, promptly resolves and reports any safety, security issues or emergencies that may arise.
• Manages all lost and found items in accordance with the Village policy.

Other duties:

• To be an example of Staff Village lifestyles.
• To comply with all standards of performance, operational policies, practises and procedures.
• Other tasks assigned by Staff Village Management.

• Staff Village
• Shuttle Bus
• Private health insurance 

• Bachelor degree and a higher education completed required.
• Two years of experience as Front Office Manager/Assistant Front Office Manager in large-scale Hotels/Resorts or Staff Accommodation Facility.
• Ability to communicate fluently in the English and Vietnamese language.
• Exceptional and professional communication & presentation skills, both oral and written.
• Effective at fostering productive relations with peers and residents
• Well organized, multitask, detail oriented, problem solving.
• Must be able to work self-directed, handle a fast-paced, busy, under pressure and meet deadlines with attention to detail.
• Must have the ability to respond to difficult or stressful situations with tact and diplomacy.
• Microsoft Office knowledge is required.