Front Office Manager (Legacy Yen Tu)

OBJECTIVE:

To be responsible for maintaining the standards of guest service offered by the Front Office, Bell, Door, Switchboard and Club Classic associates. This position ensures that all Front Office procedures are accomplished and followed up. The Front Office Manager contributes to the professional image of the hotel by performing the following duties

RESPONSIBILITIES AND MEANS:

1. Ensures that thoughtful and attentive guest service with relaxed efficiency is offered.

2. Ensures complete responsiveness to the desires of our guests.

3. Ensures that image and grooming standards are reinforced and that associates come to work correctly attired with nametags.

4. Updates associates on room rate changes and all Sales & Marketing programs.

5. Updates associates on rules and policies governing special promotions and that their production is tracked.

6. Ensures that room rates, which have been updated through the Sales & Catering system, are followed.

7. Ensures that associates understand the business goals of the hotel industry average rate, occupancy and profitability of the division.

8. Reviews the daily room revenue report and monitors rate changes and adjustments.

9. Ensure that all Front Office personnel is trained accordingly to the Quality Service Standards (QSS) is met to the desired level.

10. Spends at least 40% of their time working in the operation with associates

11. Ensures that associates promote hotel facilities and services and that all associates have knowledge of menus, promotions etc. in Food & Beverage.

12. Ensures that Rooms profit is maintained through maximization of Yield and control of expenses.

13. Monitors the cleanliness of the front of the hotel, Lobby area, the front desk and back offices.

14. Works closely with the Financial controller to ensure compliance with accounting procedures and cash handling policies.

15. Maintains the integrity of the computer system and computer hardware in conjunction with the IT Department.

16. Ensures that guests are treated with superior service through check-in and check-out procedures.

17. Ensures that guest’s requests are followed up on and guest history is updated.

18. Resolves and reports all guest problems and complaints at the daily hotel Operations Meeting.

19. Schedules Front Office associates to maximize service and efficiency of labor costs.

20. Produces the daily report of rooms on the books for the forthcoming 60 days along with pick up from the previous day.

21. Compared on a daily basis the Housekeeping report of rooms cleaned to the Front Office of rooms sold.

22. Ensures that all guest tracking is completed accurately (ie. Geographical, by company and travel agent).

23. Ensures that an excellent profile of preferences is developed for each return guest.

24. Participates in the preparation of the annual marketing and budget plan.

25. To adhere with the Quality Service Standards (QSS) for all task specified at any one time.

26. Each supervisor is held responsible for taking reasonable precautionary measures on safety and health procedures with respect to person, company property, products and services.

27. Supervisory personnel should study and strictly observe all the safety regulations and safe working practices at respective departments and sections.

28. To communicate and reinforce safety requirements and procedures are followed on specific job instructions.

29. To ensure proper use of safe tools and equipment at all times.

30. To take immediate remedial action to initiate corrective measures on any unsafe conditional or environmental when deemed necessary.

31. Is responsible for the general housekeeping for cleanliness and at the relevant respective departments/section safety operational process of which the supervisors are in-charge of the department/section.

32. RevMAX weely preparation

33. P&L monthly preparation.

34. Review Outstanding Leave Days for Front Office Department

35. Responsible for operation of LeClub Accorhotels program.