[Hội An] Front Office Manager

Front Office Operations
Oversee daily Front Office activities, ensuring smooth execution of reception, guest services, and lobby operations across all shifts.
Monitor reservations, room inventory, and rate integrity to maximize occupancy and revenue opportunities.
Ensure cash handling, billing, and financial transactions are processed accurately and in compliance with company standards.
Team Leadership & Service Excellence
Develop structured onboarding and refresher training programs to ensure all Front Office employees understand service standards, operational procedures, and guest experience expectations.
Conduct regular coaching sessions, service observations, and performance reviews to strengthen individual capability and close skill gaps.
Monitor service quality across properties through audits, guest feedback, mystery guest reports, and operational reviews, ensuring a consistent guest experience regardless of location.
Establish clear performance indicators for Front Office teams and take proactive actions to improve productivity, service scores, and guest satisfaction results.
Identify high-potential employees, create development plans, and build a sustainable talent pipeline for future supervisory and management positions.
Partner with property leaders to ensure service standards, communication practices, and operational execution remain aligned across all locations.
Cross-Functional Coordination
Collaborate closely with Housekeeping, Sales, and other operational teams to maximize room availability and enhance guest satisfaction.
Ensure timely communication of occupancy forecasts, guest requests, promotions, and operational updates.
Lead departmental meetings and align team priorities with business objectives.
Support the General Manager with operational projects and strategic initiatives as required.
Reporting & Compliance
Prepare operational reports, staffing updates, and service performance summaries to support decision-making.
Ensure adherence to company policies, operational procedures, and hospitality regulations.
Monitor operational risks and implement preventive measures to maintain service continuity.
Maintain accurate records and documentation related to Front Office operations.