Front Office Manager (Trưởng Bộ Phận Tiền Sảnh)

Overall Job Scope
The Front Office Manager ensures the smooth operation of the receptions and reservations department as per resort standard and optimizes profit to achieve the budgeted figures.

Key areas of accountability:
- Employee Selection
- Training & development
- Coaching & performance review
- Consistent guest experience in the front office and reservations department
- Profit optimisation
- Reporting & Administration

Outcomes to be achieved:
In this position, you are accountable to achieve the outcomes listed below:

Employee Selection
• All employees selected meet the essential requirements of the employee specifications for their position
Training & development
• Employees passing probation period have been trained in all essential tasks as per self-leadership assessment form
• Training plans for all employees are prepared, implemented and regularly updated
• A sufficient number of certified OJS skills trainers are available in each outlet to implement the training plans
• Employee performers and high potentials have access to further professional and personal development training as per training plan
• An active talent spotting program is in place to support succession planning and career growth for shining employees.
Coaching & performance review
• All employees complete a self-leadership review and attend a formal performance review before the end of their probation
• On job performance is regularly observed and assessed informally. Good performance is acknowledged, poor performance is coached
• All direct reports receive a formal annual performance review prior to contract renewal
Consistent guest experience in the Front Office & Reservations department
• Guest satisfaction and feedback is actively obtained and used to enhance the guest experience
• Any guests with complaints are spoken with by senior management.
• Any service recovery issues are reported, investigated and corrective action is taken.
• The Sequences of Service (SOS’) are consistently applied in the entire operation
• Ambiance as in lighting, sound, temperature, odour, decoration, cleanliness constantly projects the outlet concept
• All Front Office employees demonstrate the Zannier Hotels service behaviours at every point of contact
• Regular room and floor inspections are conducted to ensure quality and standard.
• A close relationship is ensured with Housekeeping and Engineering department
Profit Optimisation
• Budgeted revenue figures for each outlet are achieved
• Expenses are in line with the budget and achieved revenue
• Departmental PNL’s are analysed monthly and opportunities for profit optimisation are created and implemented.
Report & Administration
• Daily/weekly/ month reports are prepared and sent to the management
• Cash floats and related documents are checked to ensure compliance with the accounting department
• Reports for police and government are sent as per law and requirement
• All collateral is up to date and in good condition
• Controls of all furniture, fixtures and equipment are in place and replacements are in line within the budget
• All legal aspects are fulfilled
• Yearly departmental budget is created with the General Manager and Financial Controller

Detail will be discuss in the interview

BENEFIT
• Shuttle bus
• Housing for remote employees (food, laundry)
• Flight tickets
• Health insurance
• Working 5 days/week

- Housing for remote employees
- Health care for Employees
- Shuttle bus

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