Front Office Operations Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issuesCheck that all Front Office employees report to work punctually and are well groomed before each of their shiftConduct daily briefings and ensure that all pertinent information is well received by team membersCommunicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actionsEnsure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered toLiaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possibleCoordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocatesLiaise with Finance Department to ensure that credit procedures are properly carried outAnalyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenueCoordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handlingMakes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standardsHandle all guest correspondences and ensure prompt follow-upsManage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival timesTeam Management Interview, select and recruit Front Office employeesIdentify and develop team members with potentialConduct performance review with the teamConstantly monitor team members' appearance, attitude and degree of professionalismPrepare detailed induction programs for new employeesDevelop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the businessPrepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of servicePrepare payroll and gratuity reportsConduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communicationOther Responsibilities Maintain complete knowledge of all food & beverage services, outlets and hotel services/featuresBe well versed in hotel fire & life safety/emergency proceduresAttend all briefings, meetings and trainings as assigned by managementReport for duty on time wearing clean and complete uniform at all timesMaintain a high standard of personal appearance and hygiene at all timesPerform other reasonable duties assigned by the Management of the Hotel Qualifications
Diploma in Tourism & Hospitality ManagementMinimum 3 years of relevant experience in a similar capacityExcellent reading, writing and oral proficiency in English languageAbility to speak other languages and basic understanding of local languages will be an advantageGood working knowledge of MS Excel, Word, & PowerPoint
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