Job Description

Job Summary:

We are seeking an experienced and dynamic Front Office Manager to oversee the daily operations of our front office team. The ideal candidate will ensure that our guests receive exceptional service from check-in to check-out, while managing and mentoring the front office team to create a friendly and welcoming environment.

The Manager is responsible for the overall success of the Front office operations, acting as the management representative for the Hotel to ensure guest satisfaction.  

Primary Responsibilities:

• Develop, review and update the policies and procedures for Front Office operations.
• Conduct and support on-going Training programs for Front Office team, especially On-the-Job Training.
• Ensure that the established quality standard and high level of work performance are maintained, including grooming and conduct standards.
• Proactively handle guests’ feedback in a professional manner, ensuring resolution to guest satisfaction.
• Ensure consistent high standard of recognition for all VIP guests including Marriott Rewards platinum and gold level elite guests.
• Plan and prepare work schedule for all sections within Front Office and ensure adequate daily manning according to the Hotel’s occupancy.
• Implement and maintain Front Office procedures, systems and controls.
• Ensure regular and ongoing communications among the team, such as briefing for pre-shift, handover shift, discussions and meetings.
• Deliver a clear and consistent message to the team on departmental goals to achieve desired results.
• Be familiar with the roles and responsibilities of all positions within Front Office, to render coverage to the team as and when required.
• Ensure property policies are administered with consistency; procedures and documentation are completed and maintained according to Standard Operating Procedures (SOPs) and support peer review process.

Requirements:

• Diploma or Degree in Hospitality or Tourism management.
• Minimum 6 years' experience in similar capacity in a 5-star property.
• Knowledge of Opera / Opera Cloud and proficiency in process management tools.
• Hold strong organizational and leadership skills, with an eye for detail for process improvement.
• A team player who is self-motivated and able to remain calm and resourceful under pressure.
• Excellent communication, leadership, problem-solving and interpersonal skills.
• Flexibility to work varied shifts, including weekends and public holidays.

Job Requirements