Front Office Manager

2 months ago

Sepang, Malaysia iKHASAS Group of Companies Full time

**GENERAL MISSION**
- To directs, leads and coordinates overall activities of the Front Office.
- To maximize room and related revenues with the existing salable rooms using the yield management technique.

**RESPONSIBILITIES AND MEANS**
- Responsible for the entire operation, staffing and equipment of the Front Office.
- Delegates to and supervise all Managerial staff within the Department and assist them in preparing work schedules.
- Conforms to and enforce policies and procedures & rules and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service.
- Performs special duties as required by the Executive Assistant Manager.
- Ensure the weekly staffing schedules, monitors staff attendance and assist in planning work schedules.
- Controls and verify occupancy forecasts and keep guest Service Manager fully aware of the availability situation in the Hotel, especially when approaching full house.
- Conducts regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time.
- Prepares the annual capital and operating budgets for the Department in conjunction with the Executive Asst. Manager and ensure departmental expenditure is kept within budget by presenting the P & L for the Department to the Executive Asst. Manager on a monthly basis.
- Handles and resolves all guest queries and complaints in an efficient manner and to establish an amicable relationship with all clients and guests of the Hotel.
- Through close supervision recommend improvements and changes to the operation of the Front Office, especially concerning creating better service standards, increasing revenue and reducing costs.

**ADMINISTRATIVE RESPONSIBILITIES**
- To ensure the EVALPACK control system is implemented in a daily operation
- Maintains a Hotel logbook on incidents, complaints etc. and refers them, if required to the appropriate department for follow up action.
- Prepares various monthly reports as required by Executive Asst. Manager

**HUMAN RESOURCE RESPONSIBILITIES**
- Plans and organizes regular Departmental training for all staff, especially new staff, paying particular attention to courtesy, efficiency, service standards, grooming, diplomacy and actual job knowledge.
- Identifies and develop leadership qualities among subordinates in order to guide them towards the path of career enrichment with both ACCOR and the Hotel, and additionally provide the Hotel with a source for future management.
- To ensure the company’s appraisal system for monitoring employee performance and development by providing direction and feed-back to employee in adhering to service procedure.
- To ensure that the staff understand and implement the hotel’s rules and regulation and are able and trained in hotel procedures, hence, in an emergency situation.
- To monitor the staff are provided with sufficient, well planned, efficient and effective training relating to their tasks and in accordance to their need to perform and be implemented in their operational field.
- To monitor that the staff is rewarded to their superior performance and to ensure their motivation and empowerment to make spontaneous decisions.
- To encourage and develop individual creativity and skills of all departmental heads through regular meetings and individual counseling to ensure the succession is implemented.
- To ensure through effective and consistent planning and organizing, productivity, efficiency and high level of service can be achieved in order to meet the guest satisfaction.
- To ensure through quality control checklist, training and monitoring guest feedback, attention to detail, individual guest needs are met and outstanding service is provided.
- To ensure that staff have the challenge to be innovative to continuously searching for new ideas for product improvement as well as guest demand.

**RELATIONS**
- Co-ordinates with Revenue Manager & Sales team to maximize revenue through efficient room and sales control.
- Liaises with Housekeeping Leader in scheduling room blockage for general maintenance.
- Co-ordinates with Account Receivable for all credit arrangements including rebate.
- Reports directly to the Executive Assistant Manager.
- Works closely with other Departments of the hotel, and attend regular meetings on a periodical basis.
- Participates in providing and receiving constructive criticism concerning the Department and the Hotel as a whole, in order to improve efficiency, productivity and guest service.
- To meet guests regularly to identify guest expectations and needs.
- To ensure that the open and good communication is built up and maintained in the department, among room division department and interdepartmental in order that guest requests and needs are met.
- To react immediately and positively to the guest complaint about the lack of service he accepted either on

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