Front Office Manager
Rotana
مجموع سنوات الخبرة :19 years, 9 أشهر
Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance. Continue to capture best current practice in new LSOPs relating to front office operation.
Manage and supervise usage of all available systems and equipment at Front Office including Property Management System (OPERA), credit card machine, key card system (VingCard), ID scanning system (VICAS) etc.
Establish an efficient method in coordinating with all departments, with particular emphasis on cashiering, credit, housekeeping, maintenance, special promotions and security.
Ensure to conduct regular shift briefings to keep all Front Office colleagues aware of special events/promotions, further improvement plans and all guest related services.
Manage the maintenance of an atmosphere of tranquillity in all Front Office areas, never giving the impression that there is a problem.
Ensure that all incoming reservations for the day match the necessary accommodation coordinating with guest service team.
Make random room inspections and liaise with the housekeeping department on deviation from standard set-ups.
Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
Meet and escort all arriving VIPs ensuring that their needs are satisfied, and that they are checked in a courteous and efficient manner with no delay.
Assist front desk during peak periods.
Manage and supervise the release of guestrooms and ensure that the daily housekeeping discrepancy reports are resolved.
Be constantly aware of the hotel’s room situation and those of competitor hotels.
Continually strive to maintain maximum quality levels of product and service, and guest satisfaction.
Ensure that all employees establish a rapport with guests, handle and coordinate all guest requests and enquiries.
Be demanding and critical when it comes to service standards.
Drive the implementation of all sales and promotional programmes of the hotel. Train all Front Office staff the skills of up-selling and ensure that it is applied at every opportunity.
Provide coaching and counselling, support and guidance to the associates as required. Conduct regular training and monitor its success. This will involve training in both IT systems and guest-service procedures.
• Management front office functions and staff on a daily basis. Areas of responsibility include Front Desk, Bell Staff,
Switchboard Operations, Concierge/Guest Services and Nights, as applicable.
• Guest Satisfaction: Ensuring services provided by the Front Office staff meet or exceed guest expectations and building customer loyalty through product and or service excellence.
• Human Resources: Hiring developing and retaining a diverse workforce to deliver excellent products and services. Creating and sustaining a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.
• Sales and Revenue Management: Managing the same day selling strategy to maximise revenue. Supporting efforts of the Sales team to achieve hotel revenue and market share goals.
• Financial Management: Managing the daily operation of the Front Office to achieve or exceed budget expectations.Monitoring wages and expenses and makes ongoing adjustments as needed to achieve goals. Responsible for weekly forecast for payrool according to the budget & business level.
• Ensuring adherence to all credit policies and procedures to reduce bad debts and rebates. Update exchange rate daily in PDQ machian to provide the best available rate to guest, also gererate commission on foreign currency, also report to financial controler weekly.
• Ensuring that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Interviewing and hiring supervisor and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation; ensuring the right people are put in the right positions.
• Utilisation of all available on the job training tools for associates; implementing and managing training initiatives and conducting training when appropriate.
• Responsible for fire, Health & safty policy for reception team, evacuation policy, risk assessment & COSHH.
§ Scored 90% on brand standard audit while still covering nights.
§ Guest satisfaction scores increased from 76% to 85%.
§ Managed night team without help of Front Office Manager. Developed & trained a new night team.
§ Create a new Night manager & Night porters training manual with daily check list.
§ Introduced new standard for night team along with Marriott standard.
§ Scored 100% for night team on Marriott brand standard audit.
§ Learn audit & stocktaking for liquor (CAPCON) & achieved 2 consecutive good results in absence of F & B Manager.
§ A new breakfast concept was trailed after the hotel was taken over by Kewgreen from Whitbread. Implementation of training for this & collecting guest feedback to ensure the trail works efficiently if/when it’s rolled out to the rest of the chain.
ILM Management Programme (Level 3)
Higher National Diploma in Hospitality Management
Post Graduate Diploma in Hotel & Business Management
