Front Office Manager/ Quản lý bộ phận Lễ tân

Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
· Check that all Front Office employees report to work punctually and are well groomed before each of their shift
· Conduct daily briefings and ensure that all pertinent information is well received by team members
· Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions
· Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
· Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
· Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
· Liaise with Finance Department to ensure that credit procedures are properly carried out
· Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
· Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
· Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
· Handle all guest correspondences and ensure prompt follow-ups
· Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times
Team Management
· Interview, select and recruit Front Office employees
· Identify and develop team members with potential
· Conduct performance review with the team
· Constantly monitor team members' appearance, attitude and degree of professionalism
· Prepare detailed induction programs for new employees
· Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
· Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
· Prepare payroll and gratuity reports
· Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication
Other Responsibilities
· Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
· Be well versed in hotel fire & life safety/emergency procedures
· Attend all briefings, meetings and trainings as assigned by management
· Report for duty on time wearing clean and complete uniform at all times
· Maintain a high standard of personal appearance and hygiene at all times
· Perform other reasonable duties assigned by the Management of the Hotel