Leads the Front Office Department by developing and implementing departmental objectives in line with the hotel business objectives.
Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
Develops implements and continually reviews the policies, procedures, practices and standards.
Selects, trains, develops, schedules and manages the performance of direct and indirect subordinates to ensure the efficient running of front office operations.
Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to Executive Floor Rooms, increasing the late charge policy and double hotel occupancy to maximize REVPAR.
Maintains high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction.
Greets VIP guests upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay.
Coordinates front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Palmariva Standards in a safe and secure environment.
Verifies that all information requested by the local police authorities are prepared accurately and being delivered in a timely manner.
Approves the training plan for all front office sections and follows up to ensure compliance and efficiency of training activities.
Prepares the annual budget and manning guide and manages the Front Office Department within budgetary guidelines.
Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
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.
Education
Hospitality Management Bachelor Degree or equivalent in any related field such as Administration or Tourism Management.
Experience
3 to 5 years experience in a front office senior management position, preferably in a five star international hotel
Technical Competencies
Knowledge of Up Selling techniques
Knowledge of maximizing revenues
Individual Characteristics
Building teamwork
Developing others
Motivating others
Planning/ Organization
Problem solving & Decision making
Adaptability/ Flexibility
Concern for quality
Influence
Initiative
Managing performance
Results oriented
Teamwork/ Cooperation
Cross cultural sensitivity
Interpersonal skills
Customer service orientation
Listening and Oral Skills
Written skills
Friendly and caring
Analytical thinking
Stress Management
Other Skills (Language, Computers,…)
Fluency in local language
Fluency in English
Knowledge of a third language preferable
Proficiency in Microsoft Office software: Word, Excel and PowerPoint
