Front Office Manager

GENERAL
 Represent the hotel in a positive manner on and off duty.
 Participate in the periodical meeting with all managers.
 Attend all assigned training programs.
 Control the hygiene and cleanliness of work area, equipment and material.
 Control and apply strictly all safety and hygiene policy, regulation and procedures of the hotel.
 Constantly control adherence to the grooming standards of La Veranda Resort
 Conduct herself / himself in a respectable way so as to provide a role model for junior staff.
 Report to the Management of any deviation from established practices and standards.
 Take full responsibility of tasks that has been assigned to him / her.
 Perform other duties as maybe assigned, such as MOD or Duty Manager.
 Additional hours necessary to provide support for special functions that require the assistance of a Front Office Manager.
 Must send the department weekly roster and input the shift in HR Cadena system every Friday at the latest.
 Is responsible for department weekly roster, staff attendance, staff holiday plan according to hotel’s business and activity in order to avoid the overtime, annual leave/compensation outstanding.
 Is requested to involve, co-operate and support to the other departments which related to the hotel’s activities at anytime necessary.

OPERATIONS
 Control all the operational documents for the day to day operation and assign the tasks to subordinates
 Check operational documents like Front Office logbook, arrival and departure lists.
 Check the list of guestroom assignment for the next day.
 Stay up-to-date on room rates, packages, discounts and how to handle each and share the information amongst the staff
 Check that tasks are accomplished accurately by the staff.
 Delegate tasks to his subordinates to prepare them for higher responsibility.
 Prepare the daily manager report.



 Prepare the monthly MIS report.
 Upload guests’ email addresses on Medallia and monitor the objectives
 Control key issues.
 Control night operations and handle the NA position in case of emergency.
 Check the City Ledger with the financial Controller / Chief Accountant.
 Control and ensure the follow up of the reservation system.
 Check and coordinate the car transportation booking.
 Complete guest check-in and check-out procedures.
 Inspect all equipment continuously and keep them well maintained to ensure proper functioning
 Monitor the cleanliness of the Lobby area
 Develop and constantly review standard operating procedures
 Be able to participate in MOD shift when requested.

FINANCIAL
 Control cash handling procedures.
 Cover all points belonging to PCI –DSS system.
 Ensure the departmental budgets are strictly adhered to.
 Analyze results and give ideas to increase profitability.
 Optimize the sales by suggestive selling; train staff on selling techniques and ensure that they are implemented.
 Control the expenses of department and maintain them as low as possible within the level of service according to hotel’s philosophy.
 Organize his/her manning as reflected on the Organization Chart and according to budget and activity
 Help to minimize wastage, neglect, breakage and mishandling of equipments and supplies.

TEAM
 Prepare the weekly roster according to hotel occupancy and departmental needs for approval of the HRM & GM.
 Manage the staff schedule in order to avoid overtime.
 Set up the norms and procedures of department according to the specifications of the hotel; ensure that these norms and procedures are followed through.
 Constantly review and update these procedures.
 Draw up and update the job descriptions and job specifications for the respective positions within the department.
 Is responsible for the interviewing / recruitment / hiring / terminating of staff within the department – with the assistance of the HR Manager and the final approval of RDM or GM.
 Transmit his/her knowledge to the staff to improve their performance and correct them if necessary.
 Conduct periodic staff performance appraisal.
 Develop training and development plans for staff; implement and evaluate these plans.
 Builds teamwork and staff morale in the department: guide / coach / motivate staff to provide a high level of service to the resort guest.
 Handle disciplinary actions.
 Control departmental Human Resources issues and procedures.
 Organize periodical meetings and communicates with all departmental staff.

GUESTS
 Represent the hotel in a positive and professional manner.
 Handle and solve special requests and complaints.
 Provide a high quality of service to the guests.
 Present in the lobby during the busy period like check-in and check-out.
 Present throughout the hotel to enhance our guest experience
 Promote the services of the resort: tours, SPA, restaurant.

The above key areas & responsibilities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

Relations:

 Work independently with little supervision, as well as have the ability to consider, evaluate and make sound business decisions regarding question as problem solving.
 Perform management functions of scheduling staff / monitoring and evaluating work performance / praises and disciplines staff as appropriate.
 Coordinate department’s activities to facilitate high levels of inter-departmental communication & cooperation / guest satisfaction.
 Understand and implement all hotels procedures, regulations

• Diploma or degree in hospitality, hospitality management school.
• At least 5 years' professional experience in this position
• Computer literate
• Languages: fluent in the national language and English.

- Negotiable salary; 13th salary; Seniority bonus
- Social Insurance; Periodic health checking; Accident Insurance ....
- Creative workplace with international teams of talents

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