Front Office Manager

POSITION PURPOSE

Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay. Act as Manager on Duty on occasion and respond to emergency codes.

The Front Office Manager will be required to conduct their duties in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained.

Responsibilities:
• Plan and execute tasks at Front Office Department.
• Assign tasks for supervisors and staff.
• Check bookings in the system to ensure correct and update information such as promotion scheme, peak season, etc.
• Frequently check appearance, manner and attitude of staff.
• Check, supervise, and assess the working sufficiency of staff.
• Plan preparation activities for VIP Guests and ensure all the tasks are perfectly conducted and followed up.
• Support Guest Relation Officer staff in welcoming, serving and seeing off VIP guests, ensure the best services are offered.
• Support Guest Service Agents receiving Group guests, loyalty guests and long-term guests, ensure guests’ satisfaction.
• Support staff to deal with difficult requests and complaints that staff could not handle.
• Coordinate with related departments to meet all guests’ requests and handle all complaints in time to keep guests happy.
• Record complaints that require careful handling and suitable dealing methods to guide staff for the same cases in the future.
• Make plans to recruit staff and coordinate with related departments for the implementation, ensuring sufficient number of staff for the operations.
• Directly involve into processes of interviewing, selecting and negotiating benefit packages for new staff.
• Make plans and implement training courses to improve staff’s knowledge and skills. · Ensure the training quality and sufficiency. · Assign staff to guide and train for new staff.
• Frequently check Logbook to ensure all tasks are properly followed up.
• Establish necessary Forms for the operations of Front Office Department. · Support to implement Marketing activities of the Hotel.

Department: Front Office
Report to: Genaral Manager
Direct report from: Genaral Manager

Knowledge
• University Degree in Tourism or vocational school certificate in which department
• Professional training certificates in which department services
• Hospitality industry experience (1+ years preferred)
• Preferable from 2 years in relevant positions in an international hotel
• Good knowledge about hotel facilities

Skills
• Management & leadership skills
• Training and coaching skills (take out if don’t need)
• Good planning and organizational skills
• Good time management skills
• Good cross-cultural communication skills
• Outlook express, emails, internet searching (this skill applied for staff working in FO, office staff or supervisor)
• Fluent speaking, good writing, clear hearing and good reading in English (take out if your position don’t require)

Attitude
• Passion for working with Silk Path Grand Resort & Spa Sapa
• Ambitious, honest
• Result oriented
• Sense of responsibility
• Able to work under pressure, juggle multiple tasks and outside office hours when required
• Able to work independently
• Cooperative and able to work in team
• Eager to learn and self-develop
• High attention to detail
• Reactive, proactive and quick learning

WHAT WE OFFER
• Salary paid monthly, yearly salary review
• Monthly Incentive bonus
• 1.5 DO per week, 12 AL and 10 PH per year
• Work PH compensated by 3 days (or 2)
• 8h a day basis – administrative hours
• Special day leaves
• Training and career opportunities within the company and group
• Business trip and trainings trip required
• Provided with an insurance packages (compulsory insurances)
• Annual staff party and team building days

Job Location: Silk Path Grand Resort & Spa Sapa

- Salary paid monthly, yearly salary review
- 1.5 DO per week, 12 AL and 10 PH per year
- Training and career opportunities within the company and group

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