Front Office Manager

POSITION OVERVIEW

The position is responsible for the efficient Front Office services through effective management and being the hub of communication for the resort as well as being at the forefront of guest services.

 

RESPONSIBILITIES

• Directs and supervises the Front Office operations to ensure smooth operations.
• Monitors Front Office personnel to ensure guests receive prompt cordial attention and personnel recognition.
• Pre-checks guest arrivals with Reservations on special amenities, instructions covering special requests, guest history of repeat guests and every detail that would help all departments give the best service.
• Oversees guest arrival operations including golf carts assigned to each guest, checks guests international flights, hotel bookings, city tours, etc.
• Ensures that all and every in house guests request are attended to, activities and services arranged, every detail checked at the quickest possible time.
• Ensures that any guest concern and complaints are attended to immediately and communicated to the General Managers and Resort Manager.
• Forwards guest profile and details of departing guest bound for another Amanresort.
• Ensures that Guest Profiles both in registration cards and system are complete with special attention to details on guests' preference, activities, etc. in the system's remarks section.
• Oversees guest departure operations, guests settling of hotel bills, luggage handling including car transfer arrangements from the Lounge to airport, hotel or any other destination.
• Informs other operating department, notably Housekeeping of Front Office matters which concern them.
• Identifies training needs, develops formal training plans and implements training sessions.
• Maintains as appropriate standards of conducts, dress hygiene, uniforms appearance and posture of departmental employees.
• Responsible for the operational and financial performance of the department.
• Always up to date about the room availability and constantly reviews the arrivals of the same day to identify possible no-shows and to maximize room utilization.
• Communicates with the General Manager or his delegate concerning all information likely to be an interest for him such as the expected arrival and departure of VIP's and all other pertinent information.
• May patrols public rooms, investigates disturbances, and warns troublemakers.  
• Coordinates front office activities of hotel or resort and resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries.
• Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
• Attends meetings and briefings laid down by the General Manager and other departments for better communication between departments.
•   Be a willing team worker at all times. Accepts and performs special assignments within or outside his Department as requested by the Immediate Head.   
• Keeps abreast of all company policies and code of conduct by reading and understanding all guidelines issued pertaining to such matters; and performing such duties and functions as specified in the guidelines.

 

QUALIFICATIONS

• Preferably with Bachelor’s Degree from a reputable university
• Minimum three years mid-to-upper-level management experience from five (5) star international properties
• Superior leadership and management skills; has the ability to manage and interact with diverse workforce and guests
• Strategic and proactive; decisive
  
• Collaborative working style; team-building approach
• Storng organizational and time management skills