Front Office Manager

Manage the operations of the Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the hotel’s and Radisson Hotels Group business objectives. To perform the human resource function in ensuring staff selection, training, counseling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction.

2) DUTIES AND RESPONSIBILITIES

• Monitor front office department daily workflow personnel to ensure guests receive prompt, cordial attention and personal recognition
  
• Assign tasks to the supervisor, staff in the department.
• Plan and implement the duties of the Front Office department including check-in, check-out for guests at the reception; luggage assistance; booking assistance, Operator control, provide additional services such as: pick up drop off service at the airport; provide information on tour, travel, means of transportation; printing services for seminars, events; ...
• Ensure that staff at the Lobby follows the correct procedures for welcoming and serving customers during their stay.
• Checking and monitoring to ensure the residence registration for customers through the State management system for customers including Vietnamese and foreigners
• Check room rates on the system to ensure that information is updated accurately according to promotions, high season ... Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
• Urge, inspect, monitor and evaluate the performance of the staff in the department to ensure reach the goal of the hotel and owners.
• Manage and operate auxiliary services and business points in the hotel
• Ensure that the Concierge staff are well trained in travel services such as airport transfers; support for restaurant, spa, ...; tour booking assistance; courier support … Surveying and contributing to the process of searching for the above service providers, regularly checking and evaluating service quality so that customers can enjoy the best service.
• Ensure staff at the counter are aware of and introduce customers to specific products, assist staff at the counter to store, pack and ship products to customers according to buyer's requirements, control sales revenue by day, month, year.
• Welcoming VIP guests, delegations, loyal guests, long-term guests
• Monitor Front Office, and particularly Guest Relations personnel, to ensure Radisson Rewards members known repeat guests and other VIPs receive special attention and recognition.
• Plan and prepare the VIP reception and ensure the preparation is done perfectly. Approve upgrades and special amenities (welcome fruits, birthday or anniversary cake set up, etc.).
• Ensure that the accommodation and dining requirements of VIP customers, loyal customers, and long-term stay guests are remembered and fulfilled during their stay.
• Support the staff in the department to welcome, serve and see off VIP guests, ensure guests are best served
• Support reception staff to welcome delegations, loyal guests, long-term guests, ensure customers are always satisfied, take care of these customers so that customers have a good experience of hotel services.
• Handle customer requests and complaints
• Implement and ensure system recovery procedures are carried out once staffs receive a special request or complaints from the guests. Apply special discounts and approve special offers in a reasonable way as a gesture to recover guest’s experience.
• Support the staff in the department to handle difficult customer requests, complaints that lower staff receiving directly at the reception or indirectly via phone, email, etc. that they cannot handle.
• Coordinate with relevant departments to best respond to requests, quickly resolve complaints so that customers are always satisfied
• Keep records of complaints that are difficult to deal with and how to deal with them appropriately to guide employees in responding to similar situations.
• Selection, training and coaching of Front Office personnel
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
• Work with Human Resources on manpower planning and management needs.
• Plan to recruit personnel and coordinate with relevant departments to implement to ensure the department always has the necessary personnel. Directly participate in the process of interviewing, selecting, and negotiating remuneration for new employees.
• Implement Career Development Program within Front Office Department.
• Maintain inter-departmental relationships to ensure seamless customer service
• Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques.
• Interpret computer reports including Daily, monthly room revenue reports, Profit & Loss report of Front Office Department, End-of-day reports, reports related to room revenue, Financial reports, Booking status & Movement reports (Cancellation, Day use, No shows). Continually check the accuracy of room count.
• Compile statistics for front office and provide reports relating to that area.
• Work with Director of Finance in the preparation and management of the Department’s budget.
• Maintain all procedures and adheres to them within the hotel accountant guidelines; in particular with emphasis on hotel credit policy.

• Bachelor’s degree in Hotel Management, Business Administration or related field.
• At least 3 years of relevant experience

2) OTHER SKILL REQUIREMENTS:

• Good communication and writing skills.
• Proficient in the use of Microsoft Office and Front Office Systems
• Problem solving, reasoning, motivating, organizational and training abilities.
• Strong Leadership skills in managing teams to drive for results.
• Ability to manage complex relationships.
• Fluent in English.