Guest Service Manager/afom

MAIN SCOPE AND GENERAL PURPOSE OF JOB: 1.To ensure Front Office operations run smoothly and the goal of "Guest Satisfaction' - is attained. 2.To ensure efficient and courteous services to guest, observance of policies and procedures, and to increase Average Room Rate, Occupancy, and Room Revenue. DUTIES AND RESPONSIBILITIES: 1.Participate in the selection and recruitment processes of Front Office staffs. 2.Develop and conduct departmental trainings, cross-trainings, and SOP refreshment trainings for all Front Office staffs. 3.Evaluate the job competency of all Front Office staffs from time to time and extensively during the departmental performance evaluation. 4.Motivate the staffs individually. Give recognition and provide counseling to them. 5.Regularly share the team's vision and support the company's vision to give clear directions and inspiration to the entire team. 6.Chair the daily departmental meeting and the monthly Front Office meeting to ensure smooth communication among individuals and sections, to update product knowledge, and to continually promote a solid team work as well as congenial working atmosphere within the department. 7.Have proper and updated administrative records of each staff with regards to staff performance, including '˜counseling sheet', '˜reprimand letter', as well as '˜recognition of a job well done' letter, and other staff related matters. 8.Be a good role model by displaying wise attitude at all times. 9.Check the overall neatness of staff's uniforms and grooming. 10.Make and control work schedules of Front Office staffs. 11.Ensuring Dynamic Pricing, Daily and Monthly Report and Forecast, Revenue Management System and Procedures are adhered to and followed through without fail. 12.Control and support the works of subordinates, especially during change of shift, busy check-in/check-out, and other busy hours by being around them and personally active in serving the guests when necessary. 13.Make frequent checking of vacant-cleaned-inspected rooms, especially those for VIP arrivals in order to ensure that the rooms are in tip-top condition. 14.Settle guest problems or complaints promptly, efficiently, politely and thoroughly. 15.Handle '˜over booking' situation efficiently and thoroughly, including finding alternative accommodation and personally meeting the guests when appropriate. 16.Update the latest information on guests, especially those coming to the hotel in groups, and maintain good relation with travel agents. 17.Control the petty cash of Front Office Receptionists in each of their end of shifts to ensure that cash amounts are always balance. 18.Check reports on credit limit of each guest in house, and report it immediately to Credit Manager, once there is any peculiar data. 19.Work within the allocated budget. Control in detail all expenses of the department. 20.Maintain good working relation and communication with all other departments in the hotel. 21.Ensure to always have the latest update, not only about room conditions, room status and VVIP status but also of special requests from EXCO and sales, FB promotion, special events, and other important information so that the FOM remains informed about what's happening in the hotel, its surroundings, and on the island in general. 22.Do any other works necessary for the hotel and/or specific tasks assigned by the superior(s). 23.Attends operations briefing and highlights important points from the daily VIP arrival list, occupancy forecast, causes for variance in reservations forecast and previous days' occupancy against forecast. 24.Conducts daily briefing for section supervisors, highlights VIP arrivals, reviews meetings and banquet functions for the day, reviews positive and negative guest comments received, informs staff on room status situation. 25.Oversees the implementation of the Guest Loyalty Program to keep track of guest satisfaction levels, and ensures reportorial requirements are strictly adhered to per program guidelines. 26.Assists the Executive Assistant Manager in overseeing the implementation of the Guest Loyalty Program to ensure adherence to program guidelines. 27.Prepares annual budget and CAPEX for the department. 28.Ensures effective and efficient implementation of Front Office policies and procedures. ï‚-Reviews all applicable policies and procedures to ensure familiarity with content as well as updates; ï‚-Regularly communicates policies to staff; ï‚-Documents necessary updates, where none exists; ï‚-Updates FO manuals, as may be needed. 29.Commences revenue budget preparation as per budget schedule. ï‚-Reviews previous year's budget and actual results, month by month, and determines degree of variance. ï‚-Finds out if there are special events during the budget year, and forecasts expenses entailed. ï‚-Reviews current costs. ï‚-Adds in price increase and factors likely to affect costs. ï‚-Provides HRD with forecasted headcount monthly, for use in labor cost forecas