Front Office Manager

Job description / Role

MAIN DUTIES:

Administration
- To prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue
- Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)
- Accomplishes a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function and the efficient running of the department
- All Associates are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
- All Associates may be assigned to other duties in the hotel as and when required by business levels
- Sets up the hotel's pricing policy in conjunction with the Rooms Manager or General Manager.
- Ensures the brand and/or facilities is promoted to guests
- Coordinates front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security.
- Develops implements and continually reviews the policies, procedures, practices and standards.

Financial and Revenue Responsibilities
- Ensures that the financial procedure and policy are followed in respective manner.
- Prepares the annual budget and manning guide together with the EAM and manages the Front Office Department within budgetary guidelines
- Maximizes hotel revenue by controlling room inventory, group blocking, and packages, up selling, increasing the late & early charge policy and maximize REVPAR.
- Maintains high visibility during peak period in order to ensure the high Revenue generation and smooth running.

Training and Talent & Culture
- Selects, trains, develops, schedules and manages the performance of direct and indirect subordinates to ensure the efficient running of front office operations
- Approves the training plan for all front office sections and follows up to ensure compliance and efficiency of training activities.
- Carries out annual performance appraisals for team members and sets targets.
- Draws up the training plan and follows up implementation.
- Helps employees improve their skills and provides support for career development.
- Applies labour legislation.
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Treat customers and colleagues from all cultural groups with respect and sensitivity.
- Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities
- Maintains close relationships with guests throughout their stay in order to foster loyalty
- Anticipates guests' needs and takes them into consideration
- Handles guest complaints if they have not been dealt with by team members and provides a rapid solution
- Conveys the hotel's image
- Meeting minimum 5 guest on daily basis to receive their feedback on the stay or visit of the hotel
- Ensures that guests' have a smooth running stay at the hotel
Professional Responsibilities:
- Ensures that the hotel's pricing policy is correctly applied (price value, start and end of price validity)
- Ensure the effective communication system within the department and others department.
- Ensures that guest documentation and information is available and up-to-date
- Maintain business relationship with various corporate community dealer.
- Draws up the rules and processes governing overbooking and the removal of guests from rooms
- Ensures that internal audit procedures are duly applied.
- All Associates may be assigned to other duties in the hotel as and when required by business levels.

Requirements

Level of Education
Bachelor / Licence

Areas of study
Hospitality

Professional experiences
11 to 20 years

Languages essential
English

Essential and optional requirements
- Excel
- Power Point
- Word
- Photoshop
- Micros
- MULTIMICRO
- Opéra

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.