Korean Front Desk Manager (Serviced Residence) - Quản Lý Bộ Phận Tiền Sảnh Người Hàn Quốc

PURPOSE OF POSITION
Under the general direction of the Rooms Division Manager, and within the limits of established Lotte hotels & Resorts policies and procedures and local hotel policies and procedure, assists in the forward planning of the department which includes Reception, and Doorman operations.
MAIN ROLES
Human Resource Management
Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
Assists in planning for future staffing needs
Assists in recruiting in line with company guidelines
Prepares and executes detailed induction program for new staff
Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
Ensures training needs analysis of Reception, Doorman staff is carried out and training programs are designed and implemented to meet needs
Provides input for probation and formal performance appraisal discussions in line with company guidelines and assists Manager in the conduct of same
Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
Regularly communicates with staff and maintains good relations
Training
Attend all training sessions as a trainee according to the company's training policies.
Attend all preventative training sessions in preparation for various safety accidents, theft and missing items.
Be responsible for direct work and service training for new employees.
Customer Service
Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition
Maintain inter-departmental relationships to ensure seamless customer service
Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
Schedule and regularly conducts routine inspections of areas under his/her control
Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Know system recovery procedures
Interpret computer reports
Compile statistics for front office and provide reports relating to that area
Continually check the accuracy of room count
Approve upgrades and special amenities
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
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 of VIPs and all other pertinent information
Maintain all procedures and adheres to them within the Lotte guidelines; in particular, with emphasis on hotel credit policy.
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
Prepares efficient work schedule for Front Office Staff, 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
Works with Human Resources on manpower planning and management needs
Works with Director of Finance in the preparation and management of the Department's budget.
SUPPORTIVE ROLES
Maintain a close, cooperative relationship with other departments to guarantee effective communication
Supervise employee's compliance with sanitation, cleanliness, fire prevention, health and safety standards.
Supervise and maintain the availability, cleanness and tidiness of items used in the department