Front Office Operations Manager

Basic Function

Responsible to direct, control and coordinate activities in guest services, reception, concierge, staff training and administration, ensuring its effective operations and profitability of the Department.

Responsibilities

Coordinate with Housekeeping, Finance and other Departments in handling guests requests, inquiries and feedback regarding accommodation, service and billing. Ensures that these activities are well executed to ensure guests satisfaction with accommodation and services.

Formulate and enforce all policies, procedures, rules and regulations pertaining to Front Office activities to ensure adherance.

See to the preparation and finalization of all Front Office reports and schedules.

Plan, manage and develop manpower of the department to maximise use of human resources at optimum cost.

Ensure that the investigation of irregularities and undesirable guests and checks on room occupancy discrepancies are properly conducted.

Attend to reservations and registration of special VIP guests personally.

Recommend Hotel discount pries, approval of credit, accommodation and decide whether to upgrade guests accommodation.

Ensure all guests accounts are properly maintained and controlled

Ensure an effective control rooms reservaion to avoild overbooked situations and to maximise room revenue.

Control expenses of the department to minimise loss and maximise revenue but not to compromise service.

Prepare yearly Front Office budget and CAPEX.

Job Specifications

Knowledge and Skills

Good knowledge and skills for the operations of the various sections in the Front Office.

Educational Qualification

Degree/Diploma

Experience

Minimum 5 years of experience in the Front Office.