To maintain our standards of quality and service and facilities in all departments over which he/she has responsibility and authority. He/she is responsible for the overall smooth and economical running of the Front Office department.
General Tasks and Responsibilities:
Develops and operates an effective communication system with Front Office Staff
Supervise daily operations of Front Office Staff, reservation, registration and check-in/check-out
Participate with all department heads in an effective communication system facilitating the provision of guest service.
Interface with all various department heads & controller regarding billing dispute involving guest.
Develops final draft and budget for front office staff.
Prepare forecast & room sales for upcoming week, month or other period as required.
Maintain business relationship with various corporate community dealer.
Oversee the personal management for the front office department
Perform other duties as required.
Coordinates front office activities of hotel and resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries.
Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
Confers and cooperates with other department heads to ensure coordination of hotel activities. Answers inquiries pertaining to hotel policies and services.
May patrol public rooms, investigate disturbances, and warn troublemakers. May interview and hire applicants.
Must be made aware of the costs involve in combined service and work in partnership with the Director of Housekeeping
Leads the Front Office Department by developing and implementing departmental objectives in line with the hotel business objectives
Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests needs.
Develops implements and continually reviews the policies, procedures, practices and standards.
Selects, trains, develops, schedules and manages the performance of direct and indirect subordinates to ensure the efficient running of front office operations.
Coordinates front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to hotel standards in a safe and secure environment.
Verifies that all information requested by the local police authorities are prepared accurately and being delivered in a timely manner.
Approves the training plan for all front office sections and follows up to ensure compliance and efficiency of training activities.
Prepares the annual budget and manning guide together with the EAM and manages the Front Office Department within budgetary guidelines.
Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
Accomplishes a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.
Makes decision regarding overbooking the hotel with the EAM / DOSM. Keep senior management informed of any risk of opportunity in relation to the
Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to Executive & Royal suites, increasing the late charge policy and maximize REVPAR.
Maintains high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers complaints to ensure their satisfaction.
Adhere to company credit policies to insure all revenue expected will be received.
Monitor competitor performance both past and future to ensure correct selling strategies are applied. To build and maintain relationship with Front Office in competitive hotels.
To coordinate with the Information Technology Manager concerning daily issues, configuration, reporting etc. and to keep the computer and communication systems up to date.
To co-ordinate with the Director of Human Resources and the Training Manager on personnel and training issues.
Make planning for the F.O. staff annual leave and duty schedule. To monitor the materials cost of the department.
Comply with the fire, safety and evacuation procedures as required by the Hotel Fire Policy.
Comply with hotel standards in relation to hygiene and personal presentation. Comply with the hotel s health, safety and hygiene policy.
Attend any training sessions or meetings as advised by the Manager. Any other duties that may be requested by the Executive Asst. Manager.
To direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to the Hotels standards, policies and procedures.
Must ensure that all personnel are kept well informed of department objectives and policies.
To ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.
To support and participate in all hotel programs, policies and procedures with special emphasis on the orientation of new employees.
To ability to display fair treatment with respect to disciplinary action and provide supportive documentations.
To prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
To establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
The ability to display a high degree of professionalism and integrity as befitting member of management
Industry Type :
Hotels / Hospitality
Functional Area :
Secretary / Front Office / Personal Assistant (PA)