OBJECTIVE:
-Work closely with Guest Service Manager/Front Office Manager to ensure that guests have memorable stay at the hotel.
-Manages and motivates front office teams in order to provide high quality services for guests.
-Ensures the department meets Le Club enrollment target and NPS.
-Understand well Reputation Performance Score and always lead the team to drive the score.
-Increases revenue through his/her sales efforts and by managing room revenues effectively
-Implements brands standards for front office operation.
RESPONSIBILITIES AND MEANS:
1.Customer relations:
-Maintains close relationships with guest through their stay in order to foster loyalty.
-Anticipates guest needs and takes them into consideration.
-Handles guest complaints if they have not been dealt with by team members and provides a rapid solution or consult to higher manager for suitable solutions for guests and resolve problem quickly on hands.
-Conveys the hotel’s image: apply Yen Tu greeting
2.Professional techniques/Production:
-Ensures that the hotel’s pricing is correctly applied (work closely with revenue and reservation manager)
-Keeps the databases up-to-date.
-Ensure that guest documentation and information is available and private compliant with Accor guidelines.
-Ensure that internal audit procedures are fully applied
-Fully understand PMS and Accor standards for front office operation
3.Team Management and Cross Departmental Responsibilities:
-Develops team members’ motivation and team spirit by creating a good working atmosphere
-Takes part in recruitment and training the team
-Organizes the welcome and integration of new team members
-Prepares and/or checks work schedules in line with occupancy forecast or hotel activities
-Carries out annual performance appraisals for team members and sets targets
-Draws up the training plan and follows up implementation
-Helps team members improve their skills and provides support for careers development.
-Applies labour legislation
4.Commercial/Sales:
-Trains the team to use and apply sales pitches, walk-in and room upgrade
-Sets the daily occupancy and average room rate targets for the team
-Ensures the brand and/or Group's loyalty program is promoted to guests and meet the target
-Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace
5.Management and Administration:
-Ensures that invoicing and cash operations procedures are respected
-Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)
-Draws up the annual budget for the department, analyses results and implements any corrective actions required
-Manages the department's headcount for optimum efficiency
-Is responsible for the efficient running of the department
6.Hygiene/Personal Safety/Environment:
-Ensures that the workplace remains clean and tidy
-Ensures the team members have a perfectly grooming standards as all time
-Applies and ensures application of the hotel's security regulations (in case of fire etc)
-Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)
-Is responsible for the safety of people and property in the area under his/her remit
