Front Office Manager

Overview

• Ensure prompt, courteous and accurate service to all guests, so as to maximize customer satisfaction.
• Achieve Quality Audit result of 95% and above through consistent documented trainings.
• Maintain and promotes associate relations.
• Resolve complaints within the department.
• Actively participate in and conduct the daily meetings.
• Ensure the Hotel services are exceeding the set standards.
• Assist in Talent Development.
• Respond and act to guest requests for special arrangements or services with a Never say No attitude.
• Maintain internal communication, coordination and cooperation with various Departments for various requests.
• Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
• Be smart, well groomed, friendly and cheerful whilst exhibiting the highest standards of Rixos hospitality all the times.
• Show fullest cooperation and respect within the team and other departments
• Be aware of the daily activities and has product knowledge of all the hotel facilities.
• Supervise and manage all activities of the department whilst allowing the team to be competent, credible and progressive.
• Utilize interpersonal and communication skills to lead, influence, and encourage the team; advocate sound financial/business decision-making; demonstrate honesty/integrity; always lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate high standards of Rixos.
• Supervise and manage team by understanding their role responsibilities well enough to perform duties in their absence
• Ensure Revenues, Expenses and Profit is closely monitored and budgeted figures (over)-achieved.
• Financial Policies and Procedures are supported and followed.
• Ensures the smooth running of the operations on a day to day basis and in a pro active manner.
• Ensures the Fire Exits are free of obstacles as per Rixos Health & Safety Policy
• Support and assist all Front Office sections.
• Responsible for the organization of work within the department including assignments, time schedules and vacations to ensure optimum utilization of manpower.
• Participate in the development, implementation and review of the policies, procedures, practices and standards.
• Optimize the efficient usage of room inventory by monitoring control and ensure constant feedback to support the departments.
• Recommends changes in processes, equipment whenever applicable so as to improve departmental standards and productivity.
• Monitor key performance indicators for the department and apply corrective action where needed.
• Ensure adherence to company and hotel policies by all departmental team members
• Ensure norms, procedures and systems for safety and security of guest belongings (e.g. lockers, left luggage etc.)
• Monitor billing procedures to ensure accurate payment thereby maximizing organizational profitability.
• Ensure adherence to all statutory requirements by the Front Office.
• Ensure all front Office documents & records are maintained as per operational/ organizational requirements.
• Ensure all Front Office areas are neatly maintained at all times as per norms, hygiene, and efficiency, cleanliness and safety standards.
• Responsible for the efficient handling of all the Room Reservations & their processing thereafter.
• Conduct Briefing Sessions regularly and ensure thorough communication within the department.
• Familiarity with all Front Desk and Cashiering functions.
• Responsibility towards guest ledger, long stays guests and pay masters.
• Greet and welcome VIP guests upon their arrival and escort them to their rooms.
• Identify training needs, plan activities and oversee the implementations for all FO sections.
• Assist in the preparation of the annual budget and manning guide and manage within budgetary guidelines.