Front Office Manager - Park Hyatt Phu Quoc - Pre-opening stage

Manages and oversees the preparation and updates of the Front Office Departmental Operations Manual.

Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.

Represents the Rooms function on the hotel's Leadership Committee in the absence of the Director of Rooms.

Maximises associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

Ensures that Front Office associates also provide excellent service to internal customers as appropriate.

Implements consistent guest recognition programmes and maintains a relevant guest history database.

Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maintains positive guest and colleague interactions with good working relationships.

Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager/ Executive Housekeeper

Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.

Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

Qualifications