Front office manager - Quản lý bộ phận tiền sảnh

Responsible for the proper, efficient and profitable functioning of Front Office Department.

Responsible for guest service quality. Ensures all operating equipments are in perfect working condition and are used for their specific purpose.

Prepare all Front Office Reports then report on Board of Management meeting.

Conduct daily and periodically department meeting. Attends and participates in Briefings / Meetings as required. Assume other duties as assigned by superiors.

Ensure all reservations are in order and prices are under authorized level.

Ensure Maximum daily occupancy.

Responsible for planning, writing department’s SOPs and policies. Ensures that policies, procedures, hotel’s rules and regulation are clearly understood and followed by associates.

Plans and roster Front Office associates accurately to ensure sufficient manpower to provide the highest level of services to the guests.

Co-operate with other departments for smooth hotel operation.

Handles guest complaints promptly and efficiently. Answering to guest’s mail and email.

Develops, conducts and assists with training activities focused on improving staff’s skills.

Ensures all employees maintain an up to date awareness of hotel product knowledge, current promotions, policy changes and appropriate internal communication for best guest service.

Coordinate closely with Housekeeping Department in arranging guestrooms to maximize the capacity in order to achieve the highest revenue.

Training and coaching Front Office SOP as well as hotel’s rules and regulation for Front Office personels.

Welcoming VIP & VVIP.

Co-operate with Sales & Marketing Department to keep good relationship with TA/TO, Companies, relating departments for best serving guests.

Handle guests' complaints and requests promptly, profesionaly and efficiently, show enthusiasm and quickly give solution to solve the issue in accordance with the hotel’s benefit; respond to guests' messages and emails; guide staff to handle situations that may occur while serving guests.

Checking VIP’s room before check-in to make sure it is in good condition.

Frequently meet the in house guests to evaluate guest’s satisfaction in hotel’s facilities and services.

Supervise and planning Front Office equipments maintenance schedule.

Adjusting Front Office Standard Operating Procedures to cope with up to date operations.

Liaise with Human Resources Department for recruitment, selection, placement, resignation and termination of associates.

Evaluate Front Office employees performance and propose to Board Of Management for those need to be praised, or addressed for corrective action & to take disciplinary action if necessary.

Fully convey the direction, undertakings and policies of the Board of Management and the necessary information related to activities of the department to each staff member.

Review Front Office Standard Operating Procedures before submit for approval.

Perform other duties, as assigned, to meet business needs.

_ Competitive salary and package

_ Service charge

_ Professional working environment

Bachelor Degree, having hotel operating skills and managing training.

Fluently in 2 normal foreign languages, an extra foreign language is an advantage.

At least 5 years experience in FO positions, good in communication, ability of managing.

Good training skills.

Good communication skills.

Good negotiating and persuading skills; good complaint handling.

Knowlegde in international hotel operations.

Knowlegde in guest’s psychology.

Basic knowledge in diplomatic and security.

Knowlegde in lodging rules and regulations and method of payment.

Using of computer.