Job Brief:
Entails managing the reception area, coordinating all front desk activities, and supervising the support staff. Front Office Manager also compile reports for management, including occupancy reports and financial information.
Job Responsibilities:
- Ensure the Department operate successfully in accordance with the standard of the hotel.
- Review with the Rooms Division Manager all daily V.I.P rooms, special guest rooms, long stay guest rooms for arrivals are blocked in advance and welcome amenities are appropriately ordered.
- Conduct frequent and thorough inspections together with the Rooms Division Manager or Maintenance Manager in all areas of the Rooms Division.
- Maximizes room sales and revenues for the hotel.
- Ensures commercial management techniques of availability control are applied to achieve the maximization of room sales (revenue management in reservation).
- Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management.
- Ensures all Front Office team operate with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximization of revenue.
- Ensures all Front Office team are aware of all room sales revenue targets and are kept informed of performance results and communicate targets and results frequently.
- Adhere to company credit policies to ensure all revenue expected will be received.
- Monitors competitor performance both past and future to ensure correct selling strategies are applied.
- Keeps General Manager informed of any risk or opportunity in relation to the pre-set performance figures.
- Establish rapport with guests maintaining good customer relationship and handle all guest complaints.
- Personally and frequently verify that guests check-in/out are receiving the best possible service. Ensure that all V.I.P / Long Stay are met during their stay together.
- Schedules self to be in the operation during peak hours.
- Maintains an up to date awareness of current promotions, policy changes and standard operations manuals.
- Ensure thorough product knowledge of all outlets and departments by all Front Office team.
- Pro-active in seeking guest contact and maintaining excellent guest relations.
- Implement a guest recognition program and maintain a relevant guest database.
- Assists with the development and maintenance of a detailed Department Operating Procedures that reflects policies and procedures, work processes and standards of performance.
- Ensures annual review to accurately reflect any changes.
- Prepares and regularly update the Rooms Departmental Budget, in close cooperation with the Financial Controller, ensuring targets are met and costs are effectively controlled. Payroll and Productivity Management
- Exercises efficient Payroll Management/Resource allocation through the establishment of multi-skilling and multi-tasking.
- Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
- Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system. People Management.
- Recruit, select and develop Front Office team to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
- Delegate appropriately, duties and responsibilities to all direct reports ensuring standards of operation and safety are maintained.
- Develop and assist with training activities focused on improving skills and knowledge.
- Ensure employees have a complete understanding of rules and regulations, and that behaviour complies.
- Monitor employee morale and provide mechanisms for performance feedback and development.
- Conduct annual Performance Appraisals providing honest and appropriate feedback.
- Attends and contributes to all Meetings as required.
- Ensure all employees provide a courteous and professional service at all times.
- Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
- Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety.
- Take an active involvement in the welfare, safety, development and well being of employees providing advice, counselling and truthful, diplomatic feedback.
- Ensure high standards of personal presentation and grooming.
- Maintains positive guest and colleague interactions with good working relationships.
- Exercise responsible management and behaviour at all times and positively representing the hotel management team.
- Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.
Job Requirements:
- Diploma or bachelor’s degree in hospitality management
- Previous experience working in a luxury 4 or 5-star hotel environment with minimum 2 years of experience in similar position.
- Microsoft Office
- Good through knowledge of property management software (PMS) or hotel reservation software.
- Able to converse in Bahasa and English, additional local language will be advantage.
- Strong problem-solving skills.
- A team player.
- Pro active
- Passion to serve
- Reliable
- High integrity
- Responsible self-starter, capable of handling multi-faceted projects and of working under pressure.
- Excellent communication and proactive problem solver.
- Team player.
- Communicate effectively with all levels of employees.
- Equips and motivates employees to achieve predetermined goals.
- Personable and pleasant to deal with.
- Discreet, reliable, sensitive and diplomatic.
- Guest-driven, positive, friendly and approachable.
- Positive “can do” attitude and flexible approach – manages with humility.
- High degree of integrity.
- Strong leadership, nurtures and develops employees, encouraging innovation.
- Good personal grooming and personal presentation.
- Understands and respects local cultural, able to adapt to changing environment.
- Generates activity and seeks new challenges to improve work performance.
- Shows awareness of markets and ensures up-to-date knowledge of competitors.
- Demonstrates an awareness of new business opportunities and seizes and acts upon them.
- Is aware of financial issues such as profits and losses.
- Identifies opportunities to reduce costs using the most cost-effective methods.
- Makes sound decisions quickly under pressure.
- Takes calculated risks based on adequate information and analysis.
- Guides and coaches staff.
- Reconciles conflict and probes for information for more in-depth relevant information for decision-making.
- Analyses numerical data and all other sources of information.
- Produces new ideas and a rang of solutions to meet the demands of the situation.