Front Office Manager

Overview:

To supervise operations in Front Office to consistently and profitably deliver a high quality guest experience in accordance with established standards

Key Responsibilities:

• Prepares in close conjunction with department heads the Rooms section of the business plan and monitors budget versus actual results during the financial year.
• Personally welcomes VIPs upon arrival.
• Ensures arrivals and arrangements upon departure are properly executed.
• Approves rebates within the amount parameters as specified by the hotel’s policies & procedures.
• Ensures a strict room key control system is implemented at the Front Desk.
• Ensures the correct implementation of all cash-handling procedures.
• Ensures rooms are allocated in accordance with guest requirements and business needs.
• Coordinates the preparation of VIP amenities.
• Monitors all outstanding payments and liaises with Sales & Marketing and Finance & Accounting regarding credit arrangements.
• Works together with the Revenue Manager and E-Distribution Manager to control room inventory.
• Ensures all check-in/out procedures are implemented in accordance with established standards.
• Ensures the following policies & procedures are adhered to: Rebates, Foreign currency exchange, Credit cards, Paid out, Refund, No Shows
• Calls long staying guests to offer assistance and check satisfaction.
• Ensures implementation of SOP and all policies & procedures related to the department.
• Maintains logbook.
• Ensures all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery.
• Assists in the operation as necessary.
• Communicates to the team and follows up effectively on feedback.

Requirements:

• Candidate must possess at least a Advanced Diploma/ Degree in related field.
• Possess at least 3 years experience in the Hospitality industry as Assistant Front Office Manager or 5 years as Front Office Manager.
• Excellent communication in Bahasa Malaysia, English & Mandarin (advantage).