Front Office Manager/ Trưởng bộ phận Tiền Sảnh

Essential Duties and Responsibilities – (Key Activities)

1. Administrative Responsibilities

• Initiate and maintains effective communication between the Front Office department and all other departments.

• Represent the Front Office department at all meetings.

• Conduct meetings with associates regularly.

• Work together with the section manager to improve standard of services, the profitability of the hotel and the general working environment for the associates.

• Meeting with Gaming partners regularly to learn the needs from gaming patron and implement new or amend current practices

• Supervise and administrate all Front Office operations with policies and procedures.

• Maintain and enhance job description (multi-skilling) for front office department and keep information with current status together updating front office master training plan.

• Ensure maximum productivity of associate by closely monitoring the working schedule and annual leave plan.

• Ensure the team associates are familiar with and implement accordingly to the fire prevention and all emergency procedures.

• Assist Sales and Marketing or Communications to implement the marketing strategies of the hotel.

• Develop performance standards for operations and drive the service quality of the department.

• Supervise, guide, discipline and evaluate associate performance regularly.

• Review and updates all housekeeping job descriptions and standard procedures periodically.

• Ensure the hotel security and emergency policies and procedures are adhered to.

• Establish contacts with local authorities.

2. Guest Satisfaction

• Ensure the tracking system in place to capture the guest preferences.

• Manages customer feedback effectively, uses guest issues and compliments to activate long term improvements in products and services.

• Open to new initiatives which can enhance the guest experience.

• Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied.

• Ensure that members of loyalty program and its partners programs are appropriately recognized, meet all the standards accordingly.

3. Finance

• Manage a cost effective, budget with measurable targets for the department within the financial parameters set down by the hotel budget.

• Maximize the room revenue and ensure the success of the room’s upselling program in front office.

• Effectively monitor and analysis variations from the budget

• Responsible for the monthly expenses forecast and profit and lost analysis

• Develop stock control procedures

• Approve and submits all invoices to the purchasing/ cost controller for goods and services received

• Maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

• Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information

• Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system.

• Ensure an efficient and effective use of the resources within the department

4. Operations

• Daily check on room’s availability status including room blocks (i.e. OOS and house use) and special top SAGs.

• Review Weekly Arrivals to identify Non-Gaming SAG and prepare SAG’s arrivals by coordinating with related departments

• Greet as many guests as time permits at the front desk or lobby and assist the front desk & residence club operations.

• Handle guest complaint and monitor guest history program and data input.

• Review all front office log book and pursue with appropriate action if necessary.

• Facilitate multiskilling within the department

• Take appropriate action to resolve guest dissatisfaction

• Support operations as much as possible when busy.

• Daily check of Duty Manager’s Checklist and spot check if those checklists are all properly implemented and completed.

And Others

• Insurance
• Training & Development
• Accommodation - Hoiana Staff Village
• Annual leave
• Heath checkup
• Employee shuttle bus service
• Uniform

Required Skills –

• General Skills

- People person and good motivator

- Excellent interpersonal and communication skills

- Solid leadership and training skills

- Strong problem-solving; analytical and negotiation skills

• Technical Skills

- Good knowledge of Opera PMS as well as Microsoft word/Excel/Power point

• Language Skills

- Good communication skill in English verbal, listening and writing

• Physical Requirements

- Must be able to work in different shifts when required including overnight shift.

Qualifications –

• Hotel Management or Business Degree preferred

Experience –

• Minimum of 3 years managerial experience in large 5 star hotel/resort front office operations

• Track record in leading hotel with good standards