Front Office Manager (Delegate Director)
Hilton Groups
Total years of experience :11 years, 9 Months
Directly manages all front office personnel and ensures the proper completion of all
Frontal office duties. Also had to take up extensive training activities at regional and
country wide levels across the business. Ability to work under pressure to achieve
weekly deadlines.
* Trains, cross -trains, and retrains all front office personnel. Also involved in the
selection of front office personnel.
* Coordinates with departments to deliver Training programs and leadership
development interventions.
* Prepare annual training plans and training calendrers.
* Displays leadership in guest hospitality, exemplifies excellent customer service and
creates a positive atmosphere.
* Helps employees identify specific behaviors that will contribute to Excellent Service
* Ensures all training and development activities are linked to the company’s mission
and vision.
* Ensures all employees receive on-going training to understand guest expectations.
* Coordinate all training and seminars
* Schedules the front office staff and evaluates each individual’s performance and
prepares performance reports. Also conduct regular scheduled meeting for all the
personnel.
* Maintaining working relationships and communication with all departments
throughout the company.
* Upholds the hotel's commitment to hospitality by ensuring exceptional customer
services for customer satisfaction and retention.
* Improves service by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when needed.
* Responds and handles guest problems and complaints. Empowers employees to
provide excellent customer service. Interacts with guests to obtain feedback on
product quality and service levels.
* Supporting management of Front Desk Team. Utilizes interpersonal and
communication skills to lead, influence, and encourage others. Advocates sound
financial/ business decision making.
* Ensure that employees are, at all times, attentive, friendly, helpful and courteous to
all guests managers and other employees.
* Maintain an organized and comprehensive filing system with documentation of
purchases, vouchering, schedules, forecasts, reports and tracking logs.
* Willingness to embrace and promote all Company values and the Service Credo,
Commitment to establish and maintain courteous and professional working
relationships in a diverse cultural environment
Design and implement training & development schedules and logistics to enhance
business growth. Measure sales results through performance based metrics.
* Resolve high complex performance issues to enhance performance metrics.
* Initiate strategies to support commercial and brand goals and objectives.
* Conduct brand specific training sessions as applicable
* Utilize training documentation and presentation for effective training.
* Ensure positive associate relations through open communication.
* Plan associate events and recognition programs.
* Monitoring and reviewing the progress of trainees through questionnaires and
discussion with managers
* Identify risks and obstacles in projects and ensure corrective measures.
* Integrate best learning solutions in training schedules and manage training and
development budgets.
* Develop and initiate organizational plans to increase sales growth. Train marketing
personnel on new trends in capturing markets for the product or service.
* Ensure quality standards and best practices in training schedules and procedures.
Lead, direct and mentor administrative staff.
* Initiate strategies to make administration more effective. Train and motivate
administrative staff to excel in their performance. Create, maintain and update
databases, reports and documents.
* Motivate accounts receivable team to achieve optimum results. Prepare financial and
administrative reports and statements for the top management.
