Job Description

Company Description

Job Purpose

This position is responsible for the supervision and management of the overall Front Office operations by ensuring that all sections of Front Office\xe2\x80\x99s service standards delivery are maintained in accordance to the Hotel\xe2\x80\x99s strategic plan and standard.

Reporting Lines to Front Office Manager

Key Interactions

Internally

• Catering Sales
• Engineering
• Finance
• F&B
• Housekeeping
• IT
• Kitchen
• Purchasing
• Reservations
• Sales & Marketing
• Security
• Talent & Culture

Externally

• Guests
• Suppliers
• Vendors

Primary Responsibilities

Front Office Operation

• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues

• Check that all Front Office employees report to work punctually and are well groomed before each of their shift

• Conduct daily briefings and ensure that all pertinent information is well received by team members

• Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions

• Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to

• Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible

• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

• Liaise with Finance Department to ensure that credit procedures are properly carried out

• Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue

• Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling

• Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards

• Handle all guest correspondences and ensure prompt follow-ups

• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

• Interview, select and recruit Front Office employees

• Identify and develop team members with potential

• Conduct performance review with the team

• Constantly monitor team members\xe2\x80\x99 appearance, attitude and degree of professionalism

• Prepare detailed induction programs for new employees

• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

• Prepare payroll and gratuity reports

• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

• Be well versed in hotel fire & life safety/emergency procedures

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests\xe2\x80\x99 expectation/VOG target.

Span of Control

Nature

Budget responsibilities

Dpt. Expenses in line with budget

Revenue responsibilities

Rooms revenue to achieved as per budget

Headcount

Profile

Knowledge and Experience

• Diploma in Tourism & Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times

AM Reservation

Coordinate all duties and responsibilities of the reservation department ensuring a high level of accuracy and efficiency.

Ensure proper selling techniques and strategies are utilized to maximize room revenues.

Plan & prepare monthly reports, forecasts and other relevant reports.

Ensure that the various monthly statistical reports are generated and assist in the development of occupancy forecasts for the annual budget.

Maintain and update corporate database, entering guest bookings to ensure guest information / records are kept up to date and accurate for future events.

Ensure that team refers to guest history before creating a Guest folio to follow special instruction in case of regular and VIP Guests.

Ensure the accurate positioning of the hotel in terms of occupancy and rooms availability

Ensure that the corporate account number is recorded on the Guest Folio to help monitor quantum of business generated through respective companies.

Ensure calculative overbooking.

Give discounts and corporate rates, as per the company\xe2\x80\x99s policy.

Supervise and delegate work to reservation assistants

Ensure that all reservations are recorded as per standard procedures.

Handle additional responsibilities as and when delegated by the Management. Work Experience

Minimum 3 to 5 years of experience in a similar capacity.

Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness.

Ability to accept responsibility.

Self confidence, motivation, drive and tenacity.

Ability to enhance organizational performance.

Ability to clearly delegate tasks and responsibilities.

Ability to think strategically, inductively, and creatively.

Qualifications

Your Experience and Skills include: Guest focused personality is essential.

Accor