Front Desk Manager
Skills
About This Role
Overview
- RESPONSIBILITIES:
- Checks the Pass On, the Daily Calling at the beginning of the duty.
- Encorage a positive, respectful, and collaborative work environment aligned with Rosewood values and culture.
- Review daily arrivals, departures, stayovers, and VIP lists; ensure all preparations (rooms, amenities, profiles, notes) are completed and communicated.
- Hands-over the shift properly.
- Addresses the guests by name, not Room Number Greeting and welcoming every guest.
- Checks all reservations and arrivals of the day, and review the next two-day arrivals with following what necessary
- Suggests, develops and implements realistic actions plans, aiming at improving or introducing services.
- Work closely with Guest Relations, Concierge, Airport Representatives, Bell, Housekeeping, Engineering, ASAYA, and F&B to ensure a cohesive and seamless guest experience.
- Understands night audit procedures and is able to comprehend and utilize reports as necessary
- Empowers team members to provide excellent customer service
- Ensure consistent delivery of Rosewood, Forbes, and LQA standards and sequences of service at the Front Desk and lobby area.
- Support and coordinate in-room check-ins, special arrival experiences, and group check-ins as required.
- Oversee Front Desk cashiering, float management, and end-of-shift closing Procedure in line with Finance and internal control procedures.
- Coordinate with Housekeeping regarding room status, rush requests, out-of-order/out-of-service rooms, and special set-ups.
- Monitor rate loading, billing instructions, and posting accuracy to minimize errors, rebate, open folio, and routing
- Promote and coach the team on effective upselling of room categories, packages, and ancillary services (spa, F&B, experiences) while maintaining guest-centricity.
- Review daily revenue reports, no-show and cancellation patterns, and support Night Audit in resolving discrepancies when needed.
• Cover Duty Manager When Needed
- Cover Night Manager when Needed
- Prepares the key booklets and review registration forms online for the arrival of the guest.
- Team Implementing of Paperless Registration Card. Handling SAG (Special Attention Guest) Report
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Review in-stay and post-stay feedback on TrustYou CXP and other platforms, identifying trends and proposing corrective actions.
- Oversee all VIP and special attention arrivals and departures, ensuring that welcome rituals, amenities, and escorts are executed As Plan.
- Coordinate with Housekeeping regarding room status, last moment requests, out-of-order/out-of-service rooms, and special set-ups.
- Ensure that standards are maintained at a superior level on a daily basis.
- Coordinate and monitor all guest requests and amenities with corresponding departments.
- Report any emergency to proper authorities.
- Ensure check in and check out inventories are properly handled.
- All other duties as required.
-Qualifications
- Experience: Minimum 3 years hotel experience with two years management experience. Luxury or ultra-luxury experience is preferred.
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