Front Office Manager
5 days ago
Leading Guest Services Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/ business decision making, demonstrates honesty/integrity, leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Manage all day to day operations. Understands employee positions well enough to perform duties in employees’ absence.
- Establishes and maintains open, collaborative relationships with employees and verifies employees do the same within the team.
- Verifies recognition of employees is taking place across areas of responsibility. S.O.P. J. RD 01-001
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Review staffing levels to verify that guest service, operational needs and financial objectives are met.
- Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies
- Verifies compliance with all Front Office policies, standards and procedures.
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Maintaining Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedbacks, and individual coaching when needed.
- Supervises and managing employees. Managing all day to day operations. Understanding employee positions well enough to perform duties in employees ‘absence.
- Acts as the ‘Service Champion “for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Strives to improve service performance.
- Empowers employees to provide excellent customer service.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handles guest problems and complaints.
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Managing and Conducting Human Resource Activities. S.O.P. J. RD 01-001
- Identifies the development needs of others and coaching, mentoring or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Solicits employee feedbacks, utilizes an “open door “policy, and reviews employee.
- Manage employee progressive discipline procedures for Front Office staff.
- Manages employees progressive discipline procedures for Front Office staff.
- Interviews and hires Manager and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. Additional Responsibilities
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
**Job Type**: Permanent
**Salary**: RM5,000.00 - RM7,000.00 per month
**Benefits**:
- Additional leave
- Free parking
- Maternity leave
- Meal provided
- Parental leave
- Professional development
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Melaka City: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Diploma/Advanced Diploma (preferred)
**Experience**:
- Front Office: 5 years (required)
**Language**:
- English
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