TRƯỞNG BỘ PHẬN LỄ TÂN/FRONT OFFICE MANAGER

Main Responsibilities

1. To prepare the departmental budget with assistance from the Hotel Controller.

2. To ensure the departmental budget is adhered to in terms of expenditure by monitoring and controlling costs and adhered to in terms of revenue by training staff to upsell hotel facilities and amenities.

3. To supervise the performance & productivity of all Front Office departments in order to ensure they operate in accordance to departmental procedures and hotel standards, and to achieve maximum guest satisfaction and revenue.

4. To maintain a high public profile at all times; to greet arriving & departing guests and to attend the weekly management cocktail.

5. To accept responsibility for, and to show initiative in decision making when handling guest complaints referred by FO staff, in order to achieve maximum guest satisfaction. To refer major guest complaints to the Area General Manager, or the manager on duty in his absence, in order to prevent further dissatisfaction on behalf of the guest.

6. To supervise liaison with the Housekeeping department regarding anticipated guest check-ins, check-outs, room assignments, room status report etc.

7. To supervise night shift operations and handle all queries handed over from the night staff, and to ensure that arriving guest folios are checked on the first night of arrival for any discrepancies and ensure that these are revised accordingly.

8. To be responsible for the FO cash float and to ensure that all accounting functions in FO are performed in accordance with hotel procedure.

9. To ensure that revenue and occupancy are maximized by: wide activities promoted room up selling program maximized.

10. To plan and conduct training for new and existing employees, to report all activities to the Training Manager on a monthly basis and to keep accurate departmental records of all training conducted.