As a Front Office Manager, you are responsible for managing Front Desk department to deliver an excellent guest experience and follow Hilton standards. You will be responsible for performing the following tasks to the highest standards:
• Maintain a sound financial business mind- set, effective decision making; demonstrates honesty/integrity, leads by example and always looks for self- improvements.
• Have knowledge of the hotel, its services/facilities; ensure Team Members have current knowledge of hotel products, services, and policies.
• Recruit, manage, train and develop the team member in the department.
• Develop Manager/Supervisor/Team Members by delegating tasks and then empower and coach them.
• Allocate work duties to Manager/Supervisor/Team Members.
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• To prepare the departmental budget that correctly reflects the hotel’s business plan.
• Maintain a high morale and productivity as well as good communication within the department and between other departments.
• Conduct monthly communication meetings and produce minutes.
• Monitor staffing levels to meet cover business demands.
• To maintain high visibility with employees and guests.
• Have a good understanding and ensure the team understanding of the Hotel’s emergency procedures, Hotel security, fire regulations and all health and safety legislation and ensure implementation of those related to your department
• Manage Team Members performance issues in compliance with company policies and procedures.
• To actively participate in the Revenue and Credit meetings.
• Attend training and meetings when required.
• Develop the department procedures and standards; ensure the implementation all department procedures and standards.
• Monitor the appearance, standards, and performance of the department Team Members with an emphasis on training and teamwork.
• Oversee the entire Department operation to maintain high standards.
Có tư duy kinh doanh tài chính đúng đắn, ra quyết định hiệu quả; thể hiện sự trung thực/chính trực, gương mẫu và luôn tìm kiếm sự hoàn thiện bản thân.
• To maintain correct procedures for hotel accounting, credit control and handling of financial transactions, and supply inventory.
• Report hazard issues and follow up to make it done.
• To produce constant improvement in guest experience satisfaction metrics.
• Handle equipment, tools, keys and supplies in proper way, kept in good working condition and regularly inspected, ensure the team does the same.
• Handle guest inquiries, requests and resolves guest complaints using MIR (Make It Right).
• Carry out any other reasonable task set by the Hotel&039;s Management.
• Ensure regular and VIP guests are recognized and that the Front Office department operates with a sales attitude promoting the hotel.
• Report maintenance deficiencies and items in need of repair and follow up to make it done.
• Ensure the standards of cleanliness and orderliness of all working areas.
• Evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement.
• Ensure an exceptional level of customer service delivery at all times by providing personal assistance to the guests with a professional, pleasant and positive manner at all times.
• Carry out lost and found procedures.
• To ensure maximum cost effective working environment, including manning productivity without effecting service delivery.
• Work in partnership with other departments to ensure guest’s needs are determined.
• Be environmentally aware.
• Be proactive and observant in service to identify guest needs before being asked.
• Monitors present and future trends, practices and systems within the industry to ensure competitive standing within the market place.
• Maximize room occupancy at best rates and use up- selling techniques to promote hotel services and facilities.
• Manage master keys in his/her possession.
• Order and purchase equipment and supplies.
