Front Office Manager

SCOPE OF WORKS
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 hotels and Group business objectives. To perform the human resource function in ensuring staff selection, training, counselling, 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.Job Requirement
DUTIES AND RESPONSIBILITIES
Monitor front office department daily workflow personnel to ensure guests receive prompt, cordial attention, and personal recognition.
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; ...
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.
Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well-maintained. Schedule and regularly conduct routine inspections of areas under his/her control including Lobby Area, Gym & Pool, Lounge, etc.
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.
Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure and all other pertinent information.
Plan 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 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 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 good experience of hotel services.
Handle customer requests and complaints
Implement and ensure system recovery procedures are carried out once staff 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 guests, 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.
Maintain inter-departmental relationships to ensure seamless customer service.
Promote Inter-Hotel sales and in-house facilities and monitor 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 the 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 adhere to them within the hotel accountant guidelines, with emphasis on hotel credit policy.
Maintain knowledge of credit, invoice, currency exchange and hotel assets policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.
Prepare efficient work schedule for Front Office Staff, arranging holidays and vacations, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
Coordinate with Housekeeping manager and Chief Engineering to plan the periodic maintenance of rooms and supervised areas within the hotel.