Front Office Manager

DUTIES AND RESPONSIBILTIES

1. Leading Guest Services Team

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourage and build mutual trust, respect, and cooperation among team members.

• Serve as a role model to demonstrate appropriate behaviors.

• Supervise and manages employees. Manage all day-to-day operations. Understand employee positions well enough to perform duties in employees' absence.

• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.

• Ensure recognition of employees is taking place across areas of responsibility.

• Communicate performance expectations in accordance with job descriptions for each position and monitors progress.

2. Maintaining Guest Services and Front Desk Goals

• Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develop specific goals and plans to prioritize, organize, and accomplish your work.

• Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.

• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Manage department controllable expenses to achieve or exceed budgeted goals.

3. Managing Projects and Policies

• Ensure compliance with all Front Office policies, standards and procedures.

• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Hotel Standards and Policies.

4. Ensuring Exceptional Customer Service

• Provide services that are above and beyond for customer satisfaction and retention.

• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Supervise and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Act as the "Service Model" for the Front Office and creates a positive atmosphere for guest relations.

• Display leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

• Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

• Review comment cards, guest satisfaction results and other data to identify areas of improvement.

• Respond to and handle guest problems and complaints.

• Observe service behaviors of employees and provide feedback to individuals and/or other managers.

5. Managing and Conducting Human Resource Activities

• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Establish challenging, realistic and obtainable goals to guide operation and performance.

• Ensure employees are treated fairly and equitably.

• Manage employee progressive discipline procedures for Front Office Personnel.

• Administer the performance appraisal process for direct report managers.

• Interview and hire managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

6. Other Responsibilities

• Analyze information and evaluating results to choose the best solution and solve problems.

• Inform and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Perform any tasks assigned by Management.

- 2 months of probation with full salary & service charge.

- Team building activities.

- Annual Summer Outing/Health checkup

- Accident insurance 24/24

- Uniform, Laundry service is provided by Hotel

- Delicious and nutritious meal at Hotel's Staff Cafeteria

- International working environment and friendly teammates.

- Other benefits according to Company's policy.

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 3 years experience as an Assistant Front Office Manager or equivalent in high volume luxury hotels and resorts.

• Excellent command of English and Vietnamese. Additional language would be added advantage.

• Excellent management and leadership skills with extensive knowledge of Opera software and Computer skills.

• Excellent coaching skills.