Front Office Manager (M/f) (Day And/or Night)

Overview of duties
• Performs Front Office, Reception and Information operations, applying the organisational structure defined by the Front Office Manager.
• Promotes the Pullman brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills.
• Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile.
• Takes care of guests from their arrival through to their departure. Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
• Promotes the hotel's offer. Helps meet the department's quantitative targets through his/her sales efforts.

Main responsibilities
CUSTOMER RELATIONS
• She/he is responsible to monitor the global Front Office operation. Responsible for the guest's satisfaction in accordance with the hotel's philosophy.
•She/he must achieve a high level of guest's satisfaction by maintaining consistency and efficiency in service and politeness among the members of the staff. She/he must control the Front Office expenses to a minimum level and to maximize the revenue through room and outlet sales.

Professional techniques / Production
• Represent the hotel in a positive manner on and off duty.
• Make reports to General Manager and to the Head Office.
• Control Room Reconciliation form on a daily basis.
• Control the Room Prepare, the everage room rate, and enhance the sales strategy.
• Analyze results and give ideas to increase profitability.
• Control the expenses of department and maintain them as low as possible within the level of service according to hotels philosophy.
• Check the City Ledger with the financial controller.
• Ensure that the statistics data concerning the daily operations of the Front Office are correctly recorded
• Optimize the sales by suggestive selling; train staff on selling techniques and ensure that they are implemented.
• Set up the norms and procedures of department according to the specifications of the hotel; ensure that these norms and procedure are followed through.
• Constantly review and update these procedures.
• Consolidate the policies of the department and ensure their application.
• Transmit his/her knowledge to the staff to improve their performance and correct them if necessary.
• Prepare all the necessary documents for the day to day operation and assign the tasks to subordinates.
• Handle and solve special requests and complains.
• Check tasks are accomplished accurately by the staff.
• Supervise the work of subordinates.
• Delegate tasks to his subordinates to prepare them for bigger responsibility.
• Control and ensure the follow up of the reservation system.
• Check operational documents like Front Office logbook, a rival and departure lists.
• Check the list of guestroom assignment of the next day.
• Present in the lobby during the busy period like check-in and checkout.
• Check and coordinate the car transportation booking.
• Authorize room changes, rebates.
• Participant in the periodical meeting with all managers.
• To inspect all equipment continuously and keep the well maintained to ensure proper functioning.
• Builds teamwork and staff morale in the department.
• In responsible for the interview/recruitment/hiring/terminating of staff within department.
• Handle discipline actions.
• Control department Human resource issues and procedures.
• Prepare the schedule of the staff.
• To conduct periodic (half-yearly) staff performance appraisal.
• Organize periodic meeting and communicates with all departmental staff
• Guides/coaches/motivates staff to provide a high level of service to the resort guest.
• To be responsible for the selection/training/development of staff with an eye towards maximum productivity and guest satisfaction.
• To attend all the assigned training programs.
• To draw up and update the job descriptions and job specifications for the respective positions within the department.
• Organize his/her manning as reflected on the Organization Chart and according to budget.
• Develop training and development plans for staff, implement ans evaluate these plans.
• Develop and constantly review standard and procedures fairly and consistently with staff.
• To help to minimize wastage, neglect, breakage and mishandling of equipment and supplies.
• To take full responsibility of tasks that has been assigned to him/her.
• Control the hygience and cleanliness of work are, equipment and material.
• Control and apply strictly all safety and hygiene policy regulation and procedure of the hotel.
• Constantly control adherence to the grooming standards of Lifestyle Resort, also within other departments.
• 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.
• Perform other duties as maybe assigned.

Team management and cross-departmental responsibilities
• Responsible to control Front Office operations in regards of accounting procedures and guest service procedures. In coordination with Sales & Marketing control of reservations department. Continuous departmental training is key responsibility. Responsible to constantly review and update Job Description and standard operation procedures.

Commercial / Sales
• Promotes the hotel's range of services in order to increase sales.
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels.
• Conducts visits of the hotel and points of sale. Gives feedback to the Sales department.

Management and administration
• Monthly reporting on departmental revenue and expense.Responsible for controlling all confidential and financially related information of Front Office.
• Security/Confidentiality: Handle highly confidential financial, employee, corporate data, legal and tax information on daily basic.

Hygiene / Personal safety / Environment
• Environment: Indoor, office environment. Standard hotel business hours must be maintained. Additional hours necessary to provide support for special functions that require the assistance of a Front Office Manager Professional working environment.

Reporting line: Directly report to General Manager.

Education / Professional experience
• International Hotel background.
• Certification/Licence:No.
• 2 years experience handling all Front Office Manager functions and Human Resource. Preferably in the hospitality industry. Ability to work in a computer based, multi-task environment
• Certification/Licence:No.
• Must be computer proficient. Have ability to communicate fluently in the English language, both verbally and writing. Be able to communicate effectively at all levels. Be alert and responsible, the business functions seven day a week, 24 hours a day. A hospitality environment.

Skills / Qualities
Pullman: a new service attitude centred on proximity, sociability and sharing experience.
Ensure all staff embody the same mindset by developing each individual's sense of curiosity, open-mindedness, interpersonal skills and sense of initiative.
• Team spirit
• Enthusiastic
• Spontaneous and empathetic
• Good listening skills and ability to anticipate
• Good presentation, confident speaking skills
• Dynamic
• Sales oriented

- Attractive salary
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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