Front Office Manager

Job Description

• Overall in charge of Front Office, Executive Lounge and Concierge
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Responsible for the leadership and achievement of performance targets of Front Office
• Plan and set annual performance goals for employees in line with the hotel goals
• Participates in daily operations meetings to liaise and coordinate closely with support departments on general administration and operations issues
• Attend scheduled departmental and interdepartmental meetings, and disseminate relevant information to the team
• Coordinate with Reservation, Revenue and Sales team to ensure accuracy in room allocation and maximising of yield
• Implement Hotel policies, procedures, and service standards in accordance to brand and service guidelines set by Accor
• Recommend and execute improvements in hotel policies and Front Office operations to drive guest satisfaction and achieve desired financial results
• Ensure that hotel guests are taken care of in accordance with SOPs and guidelines, and resolve service issues, incidents or accidents as required
• Maintain an efficient and productive work atmosphere, take care of employee safety, welfare, wellness and health
• Be involved in reviews of repair and maintenance issues, and coordinate with Engineering and Housekeeping to ensure all guestrooms are in good condition
• Manage department controllable expenses to achieve or exceed budgeted goals
• Be fully familiar of the Emergency Procedures, Policies and Standard Operating Procedures as established by the Hotel.
• Responsible for recruiting, disciplining and counselling employees appropriately
• Work with Talent & Culture to develop and design training programmes for upskilling of employee's soft & technical skills
• Perform other duties as directed by the General Manager

Qualifications

• Proficient knowledge in Hotel PMS
• Excellent communication and interpersonal skills with colleagues and guests
• Excellent customer service skills and enjoy creating delightful moments for guests
• Able to thrive in a dynamic and fast paced environment
• Strong analytical and problem-solving skills
• Strong operational leadership with a business mindset
• To be fully conversant with:Hotel fire proceduresHotel security proceduresHotel Health & Safety policy and procedures
• Read, write and speak English fluently