Front Office Manager

  • AC Hotel Kuala Lumpur Titiwangsa
  • Nov 30, 2023
Full time Front Office Deparment

Job Description

Responsible for Front Office operations, so as to meet or exceed operating and financial objectives and to manage that operation to assure product and service standards are consistently attained as intended and designed.

Responsible for implementing, organizing and assuring Front Office training programs and activities are conducted regularly and effectively in support of the consistent attainment of product standards.

Manages the appropriate application of financial standards policies in a manner that assures consistent attainment of fiscal results and best practices.

To provide day-to-day supervision, direction and leadership to all Front Office personnel.

Looks into the weekly & monthly planning of the Front Office Department.

Represents Senior Management and in their absence is entirely responsible for the continuous running of the Hotel.

Acts as an Ambassador for the Hotel and deals constantly with the hotel guests to ensure their comfort and well-being at all times.

Monitor and maintain staff discipline.

Support Staff Decisions relative to Customer Satisfaction.

Provide Job Enrichment Opportunities and Development.

Manage daily briefings and meetings.

Works closely with department heads in the daily operations.

Monitors daily reports such as high balance, incomplete profiles, VIP arrivals, etc.

Applies and ensures the application of the sales strategy to maximize occupancy and average room rate.

Utilizes interpersonal and communication skills to lead, influence, and encourage others, advocates sound financial and business decision making as well as demonstrating honesty and integrity.

Supervises and manages associates, day to day operations, and understands associate positions well enough to perform duties in associates absence.

Achieves and exceeds goals including performance goal, 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 work.

Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

Manages department controllable expenses to achieve or exceed budgeted goals.

Ensures compliance with all Front office policies, standards and procedures.

Ensures property policies are administrated fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures.

Provides services that are beyond customer satisfaction and retention.

Displays leadership in guest hospitality, and exemplifies excellent customer service.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement

Basic knowledge in other departmental operations.

Producing SOP’s & guidelines to ensure progress and consistency.

Perform cross functional roles in F&B Service – Cafe and Barista.