[Minera] Front Office Manager

Mô tả Công việc
I. Front Office Operations
Task 1:
Review room rates on the system to ensure all information is accurately updated according to promotions, peak seasons, and other pricing policies.
Develop preparation plans for receiving VIP guests and ensure all arrangements are executed flawlessly.
Task 2:
Support staff in welcoming, serving, and bidding farewell to VIP guests, ensuring the highest level of service.
Assist Front Desk staff with group arrivals, loyal guests, and long-stay guests, ensuring consistent guest satisfaction.
Support team members in handling difficult guest requests or complaints beyond their authority.
Coordinate with other departments to effectively fulfill guest requests and resolve complaints promptly, ensuring maximum guest satisfaction.
Task 3:
Develop recruitment plans and coordinate with the HR department to ensure the Front Office team is always adequately staffed.
Directly participate in the interview and selection process for new team members.
Plan and conduct training programs to enhance staff skills and professional competencies.
Task 4:
Support the implementation of hotel marketing activities when required.
Attend daily briefings with the General Manager and participate in regular financial analysis and operational meetings.
II. Customer Service
Task 1:
Supervise, monitor, and evaluate the performance of all staff within the department.
Assist staff in welcoming, serving, and bidding farewell to VIP guests, ensuring service excellence.
Support the Front Desk team in handling group arrivals, loyal guests, and long-stay guests.
Develop and update VIP guest service procedures to maintain consistent high standards.
Task 2:
Assist staff in resolving complex guest requests and complaints that exceed their authority.
Work closely with relevant departments to promptly address guest needs and complaints.
Compile and analyze guest feedback and complaint reports to identify service improvement opportunities.
Ensure timely responses to guest comments and complaints on online platforms.
Manage the cashier and ticket-checking team to ensure accurate and efficient operations.
Task 3:
Develop manpower planning for the Customer Service team and work with HR to ensure adequate staffing.
Participate directly in interviewing and recruiting suitable candidates.
Plan and organize training programs to improve staff professionalism and service skills.
Task 4:
Support the hotel's marketing initiatives when required.
Participate in daily briefings with the General Manager and join regular financial and operational reviews.