Job Summary:
We are seeking an experienced and dynamic Front Office Manager to join our team. This role is responsible in ensuring that guests receive exceptional service from check-in and check-out, while managing and mentoring the front office team to create a friendly and welcoming environment. You’ll play a key role in the overall success of the Front Office operations, acting as the management representative for the Hotel, to ensure guest satisfaction.
Key Responsibilities
- :Develop, review and update the policies and procedures for Front Office operations
- .Conduct and support on-going Training programs for Front Office team, especially On-the-Job Training
- .Ensure that the established quality standard and high level of work performance are maintained, including grooming and conduct standards
- .Proactively handle guests’ feedback in a professional manner, ensuring resolution to guest satisfaction
- .Ensure consistent high standard of recognition for all VIP guests including Marriott Rewards platinum and gold level elite guests
- .Plan and prepare work schedule for all sections within Front Office and ensure adequate daily manning according to the Hotel’s occupancy
- .Implement and maintain Front Office procedures, systems and controls
- .Ensure regular and ongoing communications among the team, such as briefing for pre-shift, handover shift, discussions and meetings
- .Deliver a clear and consistent message to the team on departmental goals to achieve desired results
- .Be familiar with the roles and responsibilities of all positions within Front Office, to render coverage to the team as and when required
- .Ensure property policies are administered with consistency; procedures and documentation are completed and maintained according to Standard Operating Procedures (SOPs) and support peer review process
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Requirement
- s:Diploma or Degree in Hospitality or Tourism managemen
- t.Minimum 6 years' experience in similar capacity in a 5-star propert
- y.Knowledge of Opera / Opera Cloud and proficiency in process management tool
- s.Hold strong organizational and leadership skills, with an eye for detail for process improvemen
- t.A team player who is self-motivated and able to remain calm and resourceful under pressur
- e.Excellent communication, leadership, problem-solving and interpersonal skill
s.
