Front Office Manager
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Front Office Manager

Rosewood

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Front Office Manager

About the job

Job Description

ABOUT OUR DEPARTMENT / TEAM

The Front Office is the one of the many departments of the hotel business which directly interacts with the guests when they first arrive at the hotel. The staff is very visible and handles the transactions between the hotel and guests.

THE IMPACT OF THIS ROLE

Ensured quality customer service by answering customer questions and complaints, supervised front desk operations and maintained customer satisfaction.

KEY RESPONSIBILITIES

1. Administrative Responsibilities

•   Initiates and maintains effective communication between the Front Office department and all other departments.
•   Represents the Front Office department at all meetings.
•   Conducts meetings with associates regularly.
•    Work together with the section manager to improve standard of services, the profitability of the hotel and the general working environment for the associates.
•    Meeting with Gaming partners regularly to learn the needs from gaming patron and implement new or amend current practices
•    Supervise and administrate all Front Office operations with policies and procedures.
•    Maintain and enhance job description (multi-skilling) for front office department and keep information with current status together updating front office master training plan.
•    To ensure maximum productivity of associate by closely monitoring the working schedule and annual leave plan.
•    Ensure the team associates are familiar with and implement accordingly to the fire prevention and all emergency procedures.
•    Assist Sales and Marketing or Communications to implement the marketing strategies of the hotel.
•    Develop performance standards for operations and drive the service quality of the department. 
•    Supervises, guides, disciplines and evaluates associate performance regularly.
•    Reviews and updates all housekeeping job descriptions and standard procedures periodically.
•    Ensure the hotel security and emergency policies and procedures are adhered to.

•    Establish contacts with local authorities.

2.  Guest Satisfaction
•    Ensure the tracking system in place to capture the guest preferences.
•    Manages customer feedback effectively, uses guest issues and compliments to activate long term improvements in products and services.
•    Open to new initiatives which can enhance the guest experience.
•    Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied.

•    Ensure that members of loyalty program and its partners programs are appropriately recognized, meet all the standards accordingly.

3.   Finance
•    Manage a cost effective, budget with measurable targets for the department within the financial parameters set down by the hotel budget.
•    Maximizes the room revenue and ensure the success of the room’s upselling program in front office. 
•    Effectively monitor and analysis variations from the budget
•    Responsible for the monthly expenses forecast and profit and lost analysis
•    Develop stock control procedures
•    Approves and submits all invoices to the purchasing/ cost controller for goods and services received
•    Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
•    Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
•    Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
•    Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.   

•    Ensure an efficient and effective use of the resources within the department

4.  Operations
•    Daily check on room’s availability status including room blocks (i.e. OOS and house use) and special top SAGs.
•    Review Weekly Arrivals to identify Non-Gaming SAG and prepare SAG’s arrivals by coordinating with related departments
•    Greet as many guests as time permits at the front desk or lobby and assist the front desk & residence club operations.
•    Handle guest complaint and monitor guest history program and data input.
•    Review all front office log book and pursue with appropriate action if necessary.
•    Facilitate multiskilling within the department
•    Take appropriate action to resolve guest dissatisfaction
•    Support operations as much as possible when busy.

•    Daily check of Duty Manager’s Checklist and spot check if those checklists are all properly implemented and completed. 

Others 

1.   Human Resources
•    Responsible for the recruitment and selection of all front office associates.   Adheres to hotel guidelines when recruiting and uses a competency-based approach to selecting employees.
•    Oversees the punctuality and appearance of all front office associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
•    Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
•    Conduct annual Performance Development Discussions with employees and to support them in their professional development goals.
•    Responsible for the development of Departmental Trainers through ongoing feedback and monthly meetings.
•    Plans and implements effective training programmes for employees in coordination with the Training Manager and Departmental Trainers.
•    Review the weekly work schedules, making sure that they reflect business needs and other key performance indicators.
•    Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
•    Supports the implementation WWW, demonstrating and reinforcing New World Hotel’s Values and Culture Characteristics.
•    Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.

•    Feedback the results of the Employee Engagement Survey (YES) and ensure that the relevant changes are implemented.

2.  Other Duties
•    Exercises responsible management and behaviour at all times and positively representing the hotel management team and New World Hotels.
•    Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
•    Ensures high standards of personal presentation and grooming.
•    Responds to changes in the front office function as dictated by the industry, company and hotel.
•    Attends training sessions and meetings as and when required.

•    Carries out any other reasonable duties and responsibilities as assigned.

Other standard responsibilities
•    Complies with the company policies.
•    Works within all pre-set budgetary limits.
•    Takes on other tasks in addition of the ones stated, in a reasonable framework
•    Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
•    Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs
•    Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.
•    Models the company’s culture, vision, mission and core values at all times.

CRITICAL SKILLS & QUALIFICATIONS

Required Skills –
•    General Skills
-    People person and good motivator
-    Excellent interpersonal and communication skills
-    Solid leadership and training skills
-    Strong problem-solving; analytical and negotiation skills
•    Technical Skills
-    Good knowledge of Opera PMS as well as Microsoft word/Excel/Power point
•    Language Skills
-    Good communication skill in English and Chinese verbal, listening and writing
•    Physical Requirements

-    Must be able to work in different shifts when required including overnight shift.

Qualifications –

•    Hotel Management or Business Degree preferred

Experience –
•    Minimum of 3 years managerial experience in large 5 star hotel/resort front office managerial operations
•    Track record in leading hotel with good standards



About Us

Rosewood Phnom Penh presents an ultra-luxury hospitality experience in the Cambodian capital. The hotel is located on the top 14 floors of Vattanac Capital Tower at the central business district with unobstructed view of the city and the fabled Mekong River from its position within the tallest building in Phnom Penh. The hotel features 175 rooms and suites; five restaurants and lounges including SORA, a sky bar on a cantilevered terrace; Sense, A Rosewood Spa, a 24-hour fitness center, indoor pool, meeting facilities which include The Pavilion residential-style meeting and function space. Designed as a high-end curated mansion, Rosewood Phnom Penh exemplifies the brand’s A Sense of Place® philosophy, blending modernity and tradition, carefully honoring and presenting Cambodian culture in a contemporary, subtle and tasteful manner.


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Front Office Manager

Phnom Penh, Cambodia

Full-time, Indefinite

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