Cluster Front Office Manager
Kingsgate Hotels by Millennium Hotels & Resorts Al Jaddaf
Total des années d'expérience :30 years, 4 Mois
• Ensure learning and development opportunities are provided for all colleagues, to develop capability and skills and to support colleague growth.
• Resolve guest issues, complaints, problems in a quick, efficient manner to maintain a high level of guest satisfaction a quality service.
• Monitor the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Maintain an understanding of financial management to ensure Department financial objectives are met.
• Ensure safe and healthy hotel environment by establishing fire, life and safety standards at all times for self, colleagues and guests.
• Build high quality service culture to exceed guest expectations.
• Develop, recommend, implement, and manage the rooms divisions annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations.
• Provide leadership and support to all members of the front office.
• Ensure all Front Office quality standards are complied with, and that policies and procedures are consistently applied.
• Work in conjunction with accounting to maintain and minimize levels of account receivables.
• Implement emergency organization procedures and training through the management of the Security staff to ensure appropriate protection for hotel guests, staff, and company assets.
• Supervise the activities and the service levels of the concierge, telecommunications, and front desk divisions.
• Resolve guest complaints as appropriate to maintain a high level of guest satisfaction and quality.
• Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
• All the government-related reports such as daily DTCM report and monthly statics report should be updated in the DTCM portal.
• Strategy for the daily walk-in guest rates.
• Monitor online reviews and respond back to all the guest commends.
• Ensure that nationality report is monitor on daily basis for all three hotels.
• Ensure that CID and in house reports are as per the procedure.
Oversee the entire operations of the hotel with particular focus on Front Office, Housekeeping, Food and Beverage, Culinary, Reservations, Security, and Engineering.
Develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of target customer and provide a return on investment.
Represent the hotel management when interacting with guests and individuals from outside the Hotel.
Assist in monitoring present and future trends, practices and systems in the hotel industry and ensure execution of competitive programs.
Stay up to date with financial result (budget versus actual) in sales and cost areas and ensure that sales and profit are maximized.
Control expenses and recommend and implement measures to control them.
Closely monitor guest feedback, communicate feedback results, and make recommendations for improvement.
Perform various functions, including providing good leadership, communication, and coordination to the team members in ensuring the smooth operation of the hotel. Keeping an eye on all the operations of the hotel, including activities of all departments. Inspecting all the rooms regularly in order to check if they are keeping up with the hotel standards. Responsible for recruiting, training, and supervising staff.
Responsible for managing budgets. Motivating employees and promoting teamwork to ensure optimum service and guests’ needs are met. Organizing and coordinating the use and rental of hotel spaces for social events, meetings, and parties, and conferences, etc. Ensuring excellent, smooth, and effective interaction with guests. Monitoring daily and monthly revenue generated, as well as cost and expenses.
Keeping track of budgets and expenses, including reviewing financial reports and statements
Direct operations at the front desk and ensure guest service meets our high standards for guest satisfaction.
Hire, train, and supervise front office employees, ensuring they provide excellent guest services and enforce hotel policies.
Interact with guests both in person and over the phone, assist with inquiries, and mitigate any guest complaints.
Handle the front desk budget and order office supplies as needed.
Compile occupancy reports and financial information for the general manager.
Oversee all nightclub operations.
Manage and train staff effectively.
Ensure compliance with all relevant laws and regulations.
Manage financial operations, including budgeting and cash handling.
Plan and execute marketing and promotional activities.
Liaise with suppliers and entertainment acts.
Maintain a safe and enjoyable environment for patrons.
Greeting and seating guests, assist staff to taking drink orders, serving drinks.
Checking IDs
Managing the guest list, coordinating with security to ensure safety of patrons.
Keeping an eye out for fights or other disturbances
Dealing with intoxicated or rowdy guests
Cleaning up spilled drinks and other messes
Answering questions about the venue, event, etc
Assisting with crowd control
Checking identification at the door
Collecting cover charges
Coordinating events and activities
Distributing lost and found items.
Enforcing dress code or other rules
Handling customer complaints
Maintaining a safe environment
Monitoring restrooms for cleanliness and safety
Patrolling the premises
Operations ManagerOperations Manager
Hotel Span · Full-timeHotel Span · Full-time
Dec 2004 - Dec 2005 · 1 yr 1 moDec 2004 - Dec 2005 · 1 yr 1 mo
Calicut Area, India · On-siteCalicut Area, India · On-site
Ensuring high levels of customer satisfaction by resolving complaints and issues in a professional manner. Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Overseeing day-to-day operations, including opening and closing procedures, cash handling, and ensuring compliance with company's policies & brand standards.
Financial Management: Assisting with budget planning, tracking expenses, and analyzing financial reports.
Implementing strategies to increase sales and promote the business.
Addressing any problems or emergencies that arise during the shift.
Maintaining high standards of service, cleanliness, and product quality.
Supervising and coordinating the activities of employees, assigning tasks, and ensuring staff are trained and motivated. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Directed and managed restaurant operations, implementing streamlined processes that resulted in heightened efficiency, reduced costs, and improved overall productivity. Prioritized and maintained a commitment to delivering exceptional dining experiences, resulting in consistently high customer satisfaction scores and positive online reviews. Developed and executed revenue enhancement strategies, including menu innovations, strategic pricing, and effective cost controls, resulting in significant increases in overall restaurant revenue. Built and led high-performing teams through effective recruitment, training, and mentorship, fostering a culture of creativity, collaboration, and continuous improvement. Worked closely with chefs to ensure the highest standards of food quality, presentation, and menu innovation, creating memorable dining experiences for guests.
Plan, organize and direct the provision of food and beverage services to airline passengers, crew members, and special customers. Monitor inventory and order supplies, food, and beverages as needed.
Develop menus and coordinate the preparation of food and beverages according to airline specifications.
Monitor the quality of meals and beverages served to ensure passenger satisfaction. Establish and maintain records of food production, purchases, and costs. Monitor compliance with health regulations regarding food handling and sanitation. Oversee the training of staff in food service operations, portion control, and presentation standards. Maintain a safe and secure working environment for staff. Negotiate contracts with vendors for food, beverage, and related products. Design promotional materials for special meals or events.
Administer all operations of front desk operations such as concierge service and guest relations.
Maintain records of room inventory for facility and ensure optimal level of customer satisfaction.
Monitor all activities of front desk on everyday basis and ensure compliance to all policies and procedures to maintain exceptional quality of services.
Supervise all account and finance related processes such as payroll to ensure timely payment.
Hire and train new front desk associates in all hotel policies and procedures and everyday activities.
Maintain records of all data and forecasts arrival and departure of guests on an everyday basis and ensure an effective night team to ensure smooth operations.
Analyze all guest complaints and requests and ensure timely resolution for all.
Supervise working of all team members and ensure achievement of all front office objectives according to quality standards.
Monitor work of housekeeping staff and ensure efficient maintenance of all rooms according to hotel standard.
Prepare front office schedule and ensure compliance to same and get it approve by Director of front office.
Participate in various educational seminars and evaluate front office operations and recommend changes if required.
Monitor all guest ratings and comments for hotels and evaluate same to improve all services.
Ensuring the smooth and efficient operations of the hotel's front office.
Supervising the front office team.
Handling guest inquiries and complaints.
Assisting with reservations and check-ins.
Creating staff schedules.
Training new employees.
Providing excellent customer service.
Resolving guest complaints.
Keeping accurate records of room occupancy.
Front Desk Agent
Industrial Training- Front Office, House Keeping, F&B
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