Front Office Manager (FOM)

• To control the day-to-day operations of the Front Office.
• To maintain close contact with guests to build up good relationships especially with return guests.
• To ensure that Guest History records are up-dated, accurate and organized in the Opera.
• To fine tune services of the Front Office operations, and have a good eye for details.
• To liaise closely on a daily basis with all other departments in Rooms Division in order to ensure effective communication and collaboration with all parties concerned.
• To ensure guest comments are followed up and acted upon without delay.
• To assist in the preparation of budgets.
• To maximise revenue and occupancy to the best of his / her ability and to suggest ways to make improvements, through training, control and management of room inventory.
• To update all manuals, policies and procedures, when required.
• To carry out regular training in order to ensure the highest levels of performance are maintained at all times.
• To ensure all cash transactions handled by the Front Office personnel are done according to the guidelines set by the Director of Finance.
• To organize, direct and coordinate the daily activities of Front Office.
• To ensure all section heads observe the hotel policies and procedures, as well as supervising their respective personnel in the Front Office Department.
• To ensure that all the staff adhere to all policies and procedures established by the hotel management.
• To handle guests’ complaints, when necessary, concerning services of all areas of operation and followed up and corrective action is taken as soon as possible.
• To ensure effective communication and coordination within the Front Office and with other departments.
• To be thoroughly conversant with the Front Office operation, policy matters and the computer system.
• To assist HR in the selection of staff, training and appraisals of all employees in the Front Office.
• To check and ensure that all rooms / suites assigned for VIPs are in good order and respective amenities are placed in prior to their arrival.
• To welcome arriving and escort VIPs and bid farewell upon their departure.
• To ensure all records and reports in each Front Office section’s “Log Book” are promptly and efficiently recorded and followed up.
• To work closely with Duty Manager & Security Department in handling and resolving incidents affecting in–house guests.
• To have good knowledge and understanding of all emergency procedures and hotel policies.
• To ensure the main entrance and driveway is free of obstruction and traffic congestion at all times, especially so during VIP’s visit or function.
• Responsible for the overall supervision, operation and ensure the coordination among all the Front Office sections
• Maintain good interpersonal relationship between hotel management and guests.
• Assist the Learning & Development Manager in planning, organizing and conduct training for all the Front Office staff.
• To ensure sufficient staff is on duty according to the hotel occupancy and approved staff manning. And to arrange for replacement for staff on medical leave or any other leave.
• To ensure that room occupancy forecast is not overbooked by the Reservation’s staff and to maximize room revenue.
• To relief the Assistant Manager when they are off or take annual leave. To work shift whenever necessary.
• Although you are employed by the Front Office Department, you may be reassigned to any area that the management deems suitable and necessary.
• Conduct all the morning/afternoon briefing with the FO team, linked with night shift
• Be the program leader of Le Club Accor (Enrolment, Retro Claim)
• Follow the daily guest book comments (VOG) and share with the team. Prepare action plan if needed.
• Preparation of Front Office monthly reports, commenting on key performance indicators.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.

• Develop your talent through learning programs by Academy Accor.
• Opportunity to grow within your property and across the world!
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21.

• Diploma in Tourism & Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Strong leadership, interpersonal and training skills
• Excellent reading, writing and oral proficiency in English language
• Proficient in MS Excel, Word, & PowerPoint
• Good communication and customer contact skills
• Service oriented with an eye for details
• Ability to work effectively and contribute in a team
• Self-motivated and energetic
• Must be well-presented and professionally groomed at all times