Front Office Manager

Your day-to-day

People

• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers

• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues

• Train colleagues to make sure they deliver with compliance and to the standards we expect

• Drive a great working environment for teams to thrive - linking up departments to create sense of one team

• Promote teamwork and quality service through daily communication and coordination with other departments

• Recommend or initiate any HR related actions where needed

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance

• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties

• Ensure your team are properly trained on systems, security, service and quality standards

Financial

• Help create the department’s annual budget and the setting of departmental goals

• Monitor budget and control expenses with a focus on food, beverage, and labour costs….

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management

• Oversee night audit function and preparation of daily financial reports

• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Guest Experience 

• Ensure your front office team delivers a great service, professional attention and personal recognition

• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction

• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies

  Responsible Business 

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel

• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.

• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done

• May also serve as manager on duty (MOD) on request.

• May assist with other duties as assigned by management

What we need from you?

1. Education:

   Bachelor’s degree / higher education qualification / equivalent in Hotel 

2. Service years in the field :

   Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience.

3. Knowledge and skills:

   Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

   •     Good writing skills

   •     Proficient in the use of Microsoft Office and Front Office System

   •     Problem solving, reasoning, motivating, organizational and training abilities

   •     Strong Leadership skills in managing teams

   •     Ability to manage complex relationships

4. Language: Must speak fluent English and Vietnamese