Front Office ManagerTẬP ĐOÀN BRG (BRG GROUP)

1. Department Management:
• Responsible for overseeing and coordinating all activities of the Front Office department.
• Ensure the check-in and check-out processes are quick, accurate, and professional, delivering the best experience for customers.
• Manage and ensure the quality of customer service aligns with 5-star standards, effectively and promptly addressing inquiries, requests, and complaints from customers.
2. Front Office Staff Management:
• Recruit, train, and develop the front desk team and related departments, ensuring the team thoroughly understands and implements workflows and hotel service standards.
• Regularly evaluate staff performance, propose skill development programs, and provide career guidance for employees.
• Foster a positive working environment, motivating employees to complete their tasks with high responsibility.
3. Revenue and Room Operations Management:
• Monitor room sales and reservation management, optimizing occupancy and revenue through effective sales strategies.
• Collaborate with other departments such as Sales and Marketing to implement promotional programs, pricing strategies, and improve room revenue.
• Analyze revenue performance and occupancy rates, proposing measures to enhance business results.
4. Customer Service Management:
• Ensure all customer requests and expectations are met promptly, delivering a perfect stay experience.
• Develop customer care processes to enhance satisfaction and create a positive impression to encourage repeat visits.
• Handle customer complaints and requests professionally, ensuring satisfaction with the service.
5. Financial and Budget Management:
• Develop and manage the budget for the Front Office department, ensuring cost savings and efficient resource utilization.
• Monitor the department's daily expenses and prepare regular financial reports, ensuring transparency and efficiency in financial management.
6. Compliance with Regulations and Service Standards:
• Ensure all activities of the Front Office department comply with hotel regulations, local laws, and international service standards.
• Regularly update and apply the latest service standards to improve the quality of customer service.
7. Coordination with Other Departments:
• Act as a liaison between the front office and other hotel departments such as F&B, Housekeeping, and Engineering to ensure smooth operations.
• Work closely with Sales and Marketing to implement advertising and promotional programs, maximizing revenue.
8. Front Office Systems and Technology Management:
• Develop or enhance the department's standard operating procedures (SOP).
• Manage and oversee the use of hotel management systems and software related to front office operations.
• Ensure the effective operation of technology systems to support room management, reservations, and customer service.