Front Office Manager

Job description

Job Description

·  Assign sufficient manning to cater for daily operational needs
·  Planning of VIP arrivals and departures and ensuring operational efficiency
·  Develop and maintain strong guest relationships to ensure guest loyalty
·  Handle guest issues when needed 
·  Plan and review rosters to ensure productivity goals are met
·  Conduct audit checks on service standards and ensure compliance with hotel standards
·  Ensure operations are in order, guests assistance required is rendered accordingly and hotel’s service standards are met
·  Responsible for all aspects of Guest Service and Guest Satisfaction that are generated and maintained in Guest Satisfaction system
·  Facilitate preventive maintenance program with housekeeping and engineering
·  Work with the Revenue, Reservation and Sales Manager to ensure strategies are in place to maximize revenue opportunities
·  Track and Forecast daily, weekly and monthly Of Loyalty Program
·  Planning, reviewing, training, monitoring, evaluation and counseling of employees
·  Handling and investigation of guest requests/complaints 
·  Counseling and disciplinary action for colleagues non-compliance with procedures and behavior
·  Attend any department and operational meetings
·  Ensure grooming standard set by the hotel at all times
·  Ensure work areas are adequately stocked and inventory properly recorded 
·  Ensure department compliance with safety and security procedures at all times