Front Office Manager / Trưởng bộ phận Lễ tân

GENERAL MISSION

Front Office Manager is responsible to supervise and ensure the effectiveness of operation and management in front office department

RESPONSIBILITIES AND DUTIES

• Ensure the employees grooming and appearance are according to the hotel and department required.

• Conduct regular room inspections to ensure quality standards, complete necessary engineering job order or housekeeping cleaning requests and monitor the results

• Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.

• Maintain excellent communication within the department and amongst the other departments.

• Ensure that training is carried out and monitor results.

• Supervise the employees to endure a smooth and efficient running of operation in the department.

• Meet VIPs arrival/departure and special attention guest when requested.

• Control all key cards equipment and master keys that are used for the guestrooms.

• Spot check cash floats and related documents to ensure amount is correct as issued by the accounting department.

• Ensure the maximization of hotel revenue in relevant areas and rooms at the highest possible rate daily.

• Ensure that the established quality standard and a high level of work performance are maintained.

• Ensure that all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.

• Oversee effective day-to-day running of front office department in achieving the goals.

• Conduct regular employee training, monthly meeting, and monitor training tracking system of all employees to ensure their effectiveness and productivity.

• Attend front office and other related meetings within and outside the hotel to ensure updated information and built connections among the discipline.

• Ensure the staffing levels in line with hotel occupancy and productivity.

• Ensure employees are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets/promotions, spa, fitness center and other services and facilities.

• Set up and provide a proper provision for all stationery and supplies.

ADMINISTRATIVE & GENERAL RESPONSIBILITIES

• Participate in job training plan across the department and implement in all aspects of Front Office.

• Actively participate in personnel discussions, such as counselling, performance management and general staffing matters

• Attend department’s meetings on a period basis or as required and support in practicing initiatives discussed at meetings.

• Conduct administrative documents needed as to ensure improvement in service quality and operation efficiency.