FRONT OFFICE MANAGER

About the role

This role encompasses Front Office and Reservation management responsibilities in a hotel environment, focusing on delivering exceptional guest experiences and managing operational efficiency across both departments.

Key responsibilities

• Ensure thoughtful and attentive guest service with relaxed efficiency and complete responsiveness to guest desires
• Drive all guest reviews, especially TripAdvisor, and play an active role in the Guest Experience Committee
• Reinforce image and grooming standards and ensure associates are correctly attired with nametags
• Update associates on room rate changes, Sales & Marketing programmes, and special promotion policies
• Ensure room rates updated in the OPERA system are followed and monitor daily room revenue reports
• Train all Front Office and Reservation personnel to desired standards and monitor their performance
• Maintain Rooms profit through maximization of Yield and control of expenses
• Monitor cleanliness of the front of the hotel, Lobby area, front desk and back offices
• Work closely with Finance to ensure compliance with accounting procedures and cash handling policies
• Resolve and report all guest problems and complaints at daily hotel Operations Meetings
• Schedule staff to maximise service and efficiency of labour costs
• Ensure accurate guest tracking by geography, company and travel agent
• Develop excellent preference profiles for each return guest
• Assign rooms according to guest preference and history; check VIP rooms prior to arrival and ensure VIP amenities and meet and greet services are arranged
• Supervise day-to-day operations of the Reservation department
• Work closely with Sales department regarding group bookings, VIP bookings and corporate accounts
• Prepare and monitor associate rosters and maintain applicable procedures
• Monitor room inventory control and overbooking situations
• Track no-shows and cancellations and improvise procedures to rectify such situations
• Upsell rooms to maximize revenue and yield
• Maintain close business relations with travel agencies, corporate representatives and government bodies
• Ensure all correspondences are replied to within 24 hours
• Produce periodical rooms forecasts and statistical reports in collaboration with Sales

About you

• Ability to ensure complete responsiveness to guest desires
• Responsibility in driving guest reviews and excellent guest experience
• Understanding of hotel industry business goals including average rate, occupancy and profitability
• Knowledge of hotel facilities, services, menus and promotions in Food & Beverage
• Ability to manage guest experience through superior service during check-in and check-out procedures
• Capability to follow up on guest requests and update guest history
• Ability to spot check associates on daily operations including arrivals, departures, VIP status, occupancy forecasts and work station standards
• Experience in supervising day-to-day operations and managing associate rosters
• Proficiency with Hotel Opera System and computer systems
• Ability to work closely with Finance, IT Department and Sales department