[Minera] Front Office Manager

I. Front Office Operations

Task 1:

• Review room rates on the system to ensure all information is accurately updated according to promotions, peak seasons, and other pricing policies.
• Develop preparation plans for receiving VIP guests and ensure all arrangements are executed flawlessly.

Task 2:

• Support staff in welcoming, serving, and bidding farewell to VIP guests, ensuring the highest level of service.
• Assist Front Desk staff with group arrivals, loyal guests, and long-stay guests, ensuring consistent guest satisfaction.
• Support team members in handling difficult guest requests or complaints beyond their authority.
• Coordinate with other departments to effectively fulfill guest requests and resolve complaints promptly, ensuring maximum guest satisfaction.

Task 3:

• Develop recruitment plans and coordinate with the HR department to ensure the Front Office team is always adequately staffed.
• Directly participate in the interview and selection process for new team members.
• Plan and conduct training programs to enhance staff skills and professional competencies.

Task 4:

• Support the implementation of hotel marketing activities when required.
• Attend daily briefings with the General Manager and participate in regular financial analysis and operational meetings.

II. Customer Service

Task 1:

• Supervise, monitor, and evaluate the performance of all staff within the department.
• Assist staff in welcoming, serving, and bidding farewell to VIP guests, ensuring service excellence.
• Support the Front Desk team in handling group arrivals, loyal guests, and long-stay guests.
• Develop and update VIP guest service procedures to maintain consistent high standards.

Task 2:

• Assist staff in resolving complex guest requests and complaints that exceed their authority.
• Work closely with relevant departments to promptly address guest needs and complaints.
• Compile and analyze guest feedback and complaint reports to identify service improvement opportunities.
• Ensure timely responses to guest comments and complaints on online platforms.
• Manage the cashier and ticket-checking team to ensure accurate and efficient operations.

Task 3:

• Develop manpower planning for the Customer Service team and work with HR to ensure adequate staffing.
• Participate directly in interviewing and recruiting suitable candidates.
• Plan and organize training programs to improve staff professionalism and service skills.

Task 4:

• Support the hotel’s marketing initiatives when required.
• Participate in daily briefings with the General Manager and join regular financial and operational reviews.