Front Office Manager (Saudis only)

Role Overview

Key Responsibilities

• Involvement in budget preparations and responsible for profit & loss.
• Maximise hotel revenue by controlling room inventory, group blocking, packages, up-selling, adhering to late charge and double occupancy policies to maximize REVPAR.
• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
• Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
• Conduct interviews with future employees.
• Identify training needs, develop and manage performance.
• Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
• Manage all operational tasks as well as their respective delegation and follow-up.
• Carry out disciplinary actions in line with company procedures.
• Re-evaluate work flows to improve and optimise organisation.
• Implement and evaluate procedures and policies.

Additional Responsibilities

• Ensure clear communication within departments.
• Verify that all information requested by the local police authorities are adhered to and prepared accurately.
• Organise regular departmental meetings.
• Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
• Conduct daily walk throughs to ensure quality standards.
• Maintain high visibility with guests and employees, handle customers' complaints and take corrective action.
• Set short term and long term measurable objectives to continually improve service levels.
• Responsible for maintaining 85% scoring for LQA inspections.
• Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
• Manager on Duty weekdays and weekends.
• Rooms Division responsibility in their absence.
• Pre-Opening tasks and responsibilities where applicable.

Requirements

• Responsible for the operations of the Reception, Concierge, PABX, and Business Center ensuring the highest standards of service in accordance with operating procedures and Kempinski standards.
• Involvement in budget preparations and responsible for profit & loss.
• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• Control the duty roster for sub-departments guaranteeing quality and highest personnel cost efficiency.
• Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
• Identify training needs, develop and manage performance, and approve training plans for all Front Office sub-departments.
• Carry out disciplinary actions in line with company procedures.
• Maintain 85% scoring for LQA inspections.
• Detailed hotel product knowledge and up-to-date with VIP arrivals and events within the hotel and destination.
• Manager on Duty weekdays and weekends, and Rooms Division responsibility in their absence.