Front Office Manager

Job Summary – (Role Summary)

Manage the daily operations of the Front Office Department including reception, guest relation, operator, concierge, drivers, business center and health club by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the hotel’s and SBH 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.

Essential Duties and Responsibilities – (Key Activities of the role)

Monitors front office personnel to ensure guests receiving prompt, cordial attention and personal recognition

Supervises the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue

Supervises the Health club team to ensure optimum membership levels are achieved and database and records kept accurately

Monitors Front Office, and particularly Guest Relations personnel, to ensure A/Club members and known repeat guests and other VIPs receive special attention and recognition

Promotes Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program

Maintains inter-departmental relationships to ensure seamless customer service

Assumes overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained

Liaise closely with HKM to ensure special guest needs, amenities and other room related requests are met

Inspects frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

Schedules and regularly conducts routine inspections of areas under his/her control

Maintains knowledge of credit policies and procedures and liaise closely with Accounting Department to ensure that credit procedures are properly carried out

Knows system recovery procedures and trains the team in these procedures Interprets computer reports

Compiles statistics for front office and provide reports relating to that area Continually checks the accuracy of room count

Approves upgrades and special amenities

Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

Conducts comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information

Communicates to the EAM or his delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information

Maintains all procedures and adheres to them within the Hotel guidelines; in particular with emphasis on hotel credit policy.

Prepares efficient work schedule for all related departments, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

In conjunction with other departments to prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outage, Bomb Threat, Cyclone Warnings, etc

Fully conversants with all hotel emergency procedures

Be prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats

Ensures departmental Risk Management Calendar actions are up to date as per monthly calendar schedule.

Works with Human Resources Manager on manpower planning and management needs

Works with Chief Accountant in the preparation and management of the Department’s budget. Performs any other task assigned based on SBH needs or requirements.

Housing support for employees living far away; shuttle bus for employees working in Hue City to the Resort; discounts on resort services for employees; international standard service environment; 100% salary during probation period; social insurance payment according to state regulations; monthly activities for employees.

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

Good writing skills

Proficient in the use of Microsoft Office

Problem solving, reasoning, motivating, organizational and training abilities

Strong Leadership skills in managing teams Ability to manage complex relationships

Qualifications –

Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Experience –

3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.

Type and level of experience required may vary slightly based on size and complexity of operation