(For Malaysian Applicant only)
To ensure that all Sections under his/her supervision are successful and as independent profit centre as possible, ensuring maximum guest satisfaction consistent with our hotel standards, through planning, organizing, directing and controlling all aspects related to the revenues and operating expenses
Front Office Manager is responsible for all operations of the front desk and guest services, including the concierge and luggage services. He/she is responsible for the management of front office personnel such as staff training and shift scheduling.
Financial Responsibilities:
1. Able to effectively interpret financial result in regards to revenues, payroll, costs and expenses
2. To assist in the preparation of the Annual Operation Budget this will form part of the Hotel Business Plan
3. To establish and monitor cost and expense control systems and procedures to achieve budget operating results
4. Able to take corrective measures and actions to ensure highest possible profitability.
5. Maximizes revenues through pro-active action rather than re-active
Operational Responsibilities:
1. Personally and frequently verifies that guests in his operation are receiving the best possible service available
2. Schedules himself / herself to be on the front during peak operation hours, check on standards of services, cleanliness, greeting, assist in the check in of guests, escorts VIP guest to the room and to be easily accessible to all guests
3. To be demanding and critical to service standards as well as hygiene standards
4. To constantly strive to please all guests that he may come into contact with.
5. Responsible that employees project professionalism and are well trained and provide friendly and efficient service
6. Ensure a speedy telephone and message service at all times
7. Maintains an atmosphere of tranquility at the Front Desk, never giving the impression that there is a problem
8. Front office managers are also required to tend to customer complaints and queries in a pleasant and level-headed manner
9. Interact with the hotel guests as well as members of the local community
10. Ensure the regular guests and other VIP’s receive special attention and recognition
11. Inspects frequently for cleanliness and orderliness, the entire lobby and other public areas
12. Maintains appreciate standard s of conduct, dress, hygiene, uniform, appearance and posture of departmental employees
13. Attends to all guest complaints immediately and initiates corrective actions. It is imperative that all complaints are handled promptly to ensure guest satisfaction and the protection of the hotel interests
14. Acts as security during their absence, with the aim to prevent any incidents. This includes dealing with theft, accidents, break and enter or any other incident that may occur. Detailed incident/accident reports are to be completed at the time and distributed to the General Manager, Resort Manager, Director of Rooms and the Department heads concern
15. During periods of high occupancy, concentrates on the reception and the lobby. See to the accommodation and transportation of overflow guests in cases of full occupancy
16. All function sheets are to be checked and a note made of visiting dignitary who should be met, co-ordinate with the concierge with regard to traffic flow and other arrangement
17. At the commencement of shift is to be updated on all in house VIP's, arriving VIP's and events
18. Ensure all guest entries full details of any incidents in the Guest Comment Sheet, noting times and names of any person involved. Follows up and follow through on all incidents to ensure everything is done
19. Opens the Safe Deposit box left locked by guests after checked out or during their stay become dysfunctional
20. Assists with opening of guest rooms when hotel key card system for guest entrance door is dysfunctional
21. To prepare and attend GM’s cocktail party weekly invitation for repeat guests, VIP guests and long stay guests
22. Carry out other duties and responsibilities that may be assigned by the management
1. Verifies constantly that the physical product in all aspects is consistent with the hotel standards
2. Periodically inspects rooms to ensure cleanliness and well maintained rooms. Patrols assigned areas frequently to ensure cleanliness and well maintained areas
3. Ensures that policies and procedures in regards to staff appearance, hygiene and sanitation are enforced
1. Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels
2. Liaise closely with other Departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies
3. Delegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operation
4. Superior supervision, multitasking, decision making and time-management skills are essential
Marketing Responsibilities:
1. To assist in the preparation of the annual, Business Plan for the entire Department
2. Fully understands the market needs of house guest and local market, assisting in the development of product lines and services accordingly
3. Constantly aware of new market trends and activities of competitors, ensures that his operation is always one step ahead of the competition
4. Entertains regular and potential clients and maintains excellent guest relations
5. Conducts hotel inspections for travel agents and potential guests
6. Enquiries of any nature from the press should be directed to Sales/Public Relation Manager, Director of Rooms, Resort Manager or the General Manager as it is not within your authority to give any statement
7. The Hotel requires that the Front Office Manager will not (either during or after employment) without the Hotel's written consent, divulge any information concerning the Hotel or any associated hotels or any of their dealings, transactions or affairs which may come to your knowledge during or in the course of employment with the company
Personnel and Training Responsibilities:
1. An excellent people manager, showing respect for local customs and culture.
2. To build an effective management team through taking an active interest in the development of subordinates through training and involvement in decision making.
3. Gives his subordinates frequent feedback on their performance and status of development. Conducts annual appraisals conducted in his Department
4. Exercise self-control, patience and is known for his fairness at all times
5. Maintains an “Open Door” policy
6. Project a positive and motivated attitude among his peers and employees at all times
7. Ensures that all personnel and training related policies
8. Ensures that all areas of responsibility are properly staffed, supervised and operating smoothly
9. Totally committed to training and shows concern about the training his employees receive, a visit training sessions frequently
10. Assist the departmental trainer in their development and monitors their effectiveness in staff training
11. To ensure that all employees are fully conversant with the hotel’s facilities and services. To ensure that all employees schedule are properly established and maintained
Administrative Responsibilities:
1. To maintain all hotel records and forms as prescribed by established policies and procedures
2. To control the preparation of room occupancy forecast on a daily, weekly and monthly basis
3. Able to meet given or agreed deadlines
4. To attend all briefings and meetings as requested and necessary
5. Able to plan long term but at the same time is able to react to sudden chances instantly
6. Plans pro-active rather the re-active
7. To ensure that guest history record is up-to-date at all times
8. Conducts briefings and meetings as per established policies
9. Comfortable in the use of computer systems
10. To advise management and sales of the update reservation status for reference in business solicitation
11. To ensure that report is ready for Sales Office within ten days of the current month
12. To understand and comply with local regulations and legislation
13. To assume the function of Duty Manager representing management in accordance with the Duty Manager Roster and Duty Manager job description
14. To assist Front Office Manager to do yearly appraisal for front office associates
15. Assists with delay charge and outstanding PM accounts follow ups
16. Monitor over booking situations and upgrade guests accordingly
17. Constantly check with reservation if there is overbooking situation to ensure wash down is done or need to inform DOR, RM or GM or any out of order rooms can be release/postpone to accommodate arrival guest
18. If painting or artwork sold to inform GM secretary to get replacement which is stored by her. To do a memo and email to accounts to do commission payment
19. Balance cash float at completion of shift. Always honest when dealing with cash at all times
20. Ensure all guest check in have email address to compile at the end of month and submit the report to IT Manger for guest newsletter email database
Education:
College degree preferably specializing in Rooms Division Management or equivalent is required.
Experience:
Seven years previous experience as Head of Department in Rooms Division (i.e. Front Office) in International Hotel Chain.
Skills and Abilities:
Requires an in depth knowledge of rooms division operations. Once engaged, the ability to embrace The Datai culture, core standards, policies, and standard operating procedures.
Requires ability to operate computer equipment/tools and related software/system. Requires reading, writing and oral proficiency in the English language.
No. of employees supervised:
Approximately 50 (Entire Front Office Department).
Travel required:
Some travel is required for training, conferences and special events.
Hours required:
Minimum 5 days (45 hours per week). However, additional hours according to business needs are expected.
Job Type: Full-time
Pay: RM7,500.00 - RM9,500.00 per month
Benefits:
- Health insurance
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development