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Front Office Manager

Salary undisclosed

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General

  • Responsible for supervising all duties of the front desk and guest services including the concierge, transport and luggage services
  • Managing outsourced vendors operations including Limousine, Taxi, Jockey, Parking and Tour Desk operations
  • Responsible for the management of front office personnel such as staff training and shift scheduling
  • Ensure effective implementation of the IMS policy and procedures
  • Ensure continuous training and awareness of the IMS system
  • Ensure OTPs are monitored and acted upon
  • Identify areas of improvement through CPAR or suggestions
  • Ensure operational compliance to legal regulations and other requirements
  • Identification of new activities that are in relation to EASI and HIRADC.

Departmental

  • Responsible for the efficiency and profitable functioning of the Front Office which includes Duty Manager, Front Desk, Guest Relations, Concierge, MO Club, Telecommunications, Reservations.
  • Maximize room revenue and occupancy by effectively maximizing yield and excel in room up-selling and all other revenue centres
  • Clarify duties and responsibilities of Front Office personnel and ensure that workflow is in a logical and effective manner
  • Ensure that LQE, MO Pillars, policies and procedures are properly understood and followed through among Front Office colleagues
  • Prepare annual departmental operating budgets as well as capital expenditure and manpower budgets
  • Control and analyze departmental costs to ensure performance is within budget on monthly profit and loss review
  • Perform all aspects of personnel and training functions, including hiring, performance appraisals, counseling, coaching, disciplinary action, monitor performance, etc.
  • Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
  • Handle and response to guest complaints and comments relating to the department tactfully
  • Set yearly objective, targets and program for the team & monitor its effectiveness
  • Adopt methods to ensure colleagues are well trained, groomed and developed for succession plan
  • Adopt methods to improve the efficiency of the operation which will benefit our guests
  • Adopt methods of reducing costs without affecting the level of service or product received by our guests
  • Cooperate and coordinate teamwork with other departments
  • Attend operations meeting and any other meetings as scheduled
  • Perform any other reasonable duties as required by the Hotel Manager/ Director of Rooms