Overall in-charge of operations at all areas of Front Office, including Front Desk, Guest Relations, Business Centre, Airport Services, Doormen and Bell Services.
Staffing & Scheduling of the shift & allocation of duties
Train and develop Associate in the department, in technical, administrative and Managerial abilities, keeping an eye at future growth.
Assist the DFOM/FOM in his/her duties.
Assist DFOM/ FOM with daily selling strategy as well in daily operations.
Perform all Front Office jobs in demand times.
Ensure that the department complies with and exceeds the hotel operating Standards.
Lead by example on aspects of courtesy, helpfulness and grooming/ overall presentation.
Maintain Company sanitation standards in the department.
Achieving Customers delight through friendly and proficient service at the Front Office Operation and ensure repeat business through personalized, efficient service.
Responsible for ongoing training in the department, which is necessary to maintain and improve standards of service, profit margins, as part of process improvement and TQM principles.
To plan and ensure smooth daily operation of the Front Office Department.
Ensure all issues relating to guest satisfaction are met and that follow up is completed on a timely basis.
Conduct regular associate training, monthly meeting and develop tracking system for all training.
Develop departmental training activity plans.
Develop and maintain standards and procedures manuals both LSOP and Best Current Practice as followed and practiced in the local market conditions.
Regular inspections of all sections to ensure quality standards are maintained and in good working condition.
Maintain staffing levels in line with Hotel occupancy and productivity.
Manage and develop all Front Office associates and provide them with necessary coaching & counseling, support and guidance as required.
Ensure all check-ins/outs are efficient within require time frame and as per Brand Standards.
Monitors preparation and distribution of daily forecasts and reports prepared by shift in charge; ensure accuracy of reports.
Enforce proper and reliable handling of tour desk.
Handle relevant comments or complains of hotel guests and informs to the Management.
Ensure presence and proper appearance of all associates and on time.
Promote positive attitude, friendliness and helpfulness.
