Front Office Manager

Job description

Company Description

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

·  Manage and supervise all tasks of his/her staff to ensure guests receive prompt, cordial attention and personal recognition
·  Ensure repeat guests and other VIPs receive special attention and recognition
·  Control room availability, room types, accuracy of room count and rate categories
·  Maximize occupancy, revenue & average rate while maintaining high service standards
·  Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
·  Liaise closely with the Executive Housekeeper and Head Butler to ensure special guest needs, amenities and other room-related requests are met
·  Be aware of credit policies and procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried out
·  Make a regular check to the front desk area to make sure that it is clean, neat, and tidy – and it has all the important materials and stationeries such as forms, informative leaflets, and also pens
·  Create and schedule shifts for the staffs to make sure that everything is covered – and the front desk area has never been empty
·  Recruit, hire, train, coach, supervise, oversee, and support the office staffs (receptionists, call center agents, and security guards are included)
·  Make sure that the staffs are able to deliver the accurate and proper customer service within the timely manner
·  Make sure that the front office operations are managed according to the standard safety and corporate policies
·  Handle and solve complaints as well as specific customer requests

Qualifications

·  3+ years experience in a similar role with experience in a Premium or Luxury Hotel Brand
·  Experience leading a team with a strong focus on engagement and developing talent
·  You will be professional, guest centric, innovative, flexible and have a true passion for our guest service experience.