Front Office Manager

Job Description - Front Office Manager (HOT0B93C)

Work Locations

DoubleTree by Hilton Jakarta Bintaro Jaya Exchange Boulevard Bintaro Jaya, Blok 0-2, Bintaro Jaya, sektor VII Tangerang 15227

The Front Office Manager is concerned with the strategic management of the Front Office department following Hilton brand standards, policies and procedures. This role is responsible for the operation of all Front Desk operations, the Transportation team, Concierge, and telephone service centre.

What will I be doing?

1. Maintain high customer service focus by approaching your job with the customers always in mind.
2. Take personal responsibility and initiative to resolve issues, clearly communicating with both customers and colleagues.
3. Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge to improve personal performance.
4. Be flexible, responding quickly and positively to changing requirements.
5. Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
6. Contribute ideas and suggestions to enhance operational/environmental procedures in the hotel.
7. Actively promote the services and facilities of Hilton hotels to guests and suppliers.
8. Seek verbal feedback from customers and team members at every opportunity.
9. Implement actions to improve customer service.
10. Deal positively with customer complaints and comments, providing follow-up feedback to the Director of Operations.
11. Respond promptly and effectively to customer requests and queries.
12. Assist on duty during busy days or special events.
13. Maintain a presence in the lobby to set an example for team members in guest service.
14. Assist guests with reasonable requests and train team members to anticipate these needs.
15. Have detailed knowledge of Hilton departmental standards and train team members individually.
16. Assess team members’ performance against standards.
17. Monitor standards through regular reviews.
18. Develop action plans to address shortfalls in standards.
19. Demonstrate positive leadership characteristics to inspire team members.
20. Prepare rosters and job schedules for team members.
21. Communicate effectively with Housekeeping and other departments regarding in-house group events.
22. Delegate duties and authority for department operations.
23. Understand interdepartmental situations and their implications.
24. Ensure adequate resources are available.
25. Coordinate with Housekeeping to ensure cleaning procedures are followed.
26. Review shifts, handovers, and briefings.
27. Maintain technical knowledge and skills required for the job.
28. Maintain guest histories to assist returning guests.
29. Establish good communication with the Housekeeping team.
30. Attend regular operational and hotel meetings.
31. Ensure supplier liaison with the Purchasing team for maximum support.
32. Maximize room revenue and profit through commercial room management.
33. Make decisions regarding same-day overbooking and monitor future overbooking levels.
34. Communicate hotel and departmental goals to the team.
35. Manage daily operations through Guest Service Managers and Supervisors.
36. Set and agree to departmental objectives.
37. Keep the team informed on departmental, hotel, and company activities.
38. Be aware of potential business highs and lows.
39. Create and implement sales promotions and incentives.
40. Assist the Marcom team with event brochures.
41. Contribute to the annual marketing plan.
42. Identify and act on potential sales leads.
43. Participate in annual budget development.
44. Use financial monitors to evaluate performance.
45. Complete regular financial reports as required.
46. Forecast costs and review expenses monthly.
47. Communicate financial information to the team.
48. Analyze financial variances against plans.
49. Maintain leave plans for the department.
50. Control and minimize overtime.
51. Conduct seasonal inventory of operating equipment.
52. Understand staffing needs for the department.
53. Conduct selection interviews and make recruitment decisions.
54. Ensure new recruits receive relevant information.
55. Plan departmental orientation.
56. Ensure training and assessments are carried out.
57. Review individual and team performance and provide feedback.
58. Develop and implement training plans.
59. Conduct training programs with the Training Manager.
60. Evaluate training activities.
61. Conduct annual appraisals and identify training needs.
62. Provide relevant training to new team members.
63. Introduce product knowledge courses.
64. Understand Health & Safety legislation and its implications.
65. Communicate team responsibilities within H&S.
66. Implement safe and healthy working practices.
67. Participate in community public relations for the hotel.

What are we looking for?

1. Good communication, organization, and coordination skills.
2. Good team player.
3. Responsible and self-motivated.
4. Patient and proactive in problem-solving.
5. Able to maintain excellent relations with team members.
6. Able to work under physical and mental pressures.
7. Familiar with computer systems.
8. Fluent in spoken and written English.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from