Front Office Manager
Serena Hotels Asia
Responsibilities
Directs, controls, coordinates and supervises the activities of the personnel engaged in front Office
Directs the staff responsible for carrying luggage and escorting guests to the rooms.
To communicate all departmental staff on daily activities, group and VIP arrivals as well as
Special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
Responsible for preparation of monthly production reports
Keeps a close watch on the use of guests safe deposit lockers
Responsible to carry out the policy of the management regarding regulations pertaining to foreign exchange transactions and other government rules
Maintaining a close liaison with FandB personnel, House Keeping, Sales, Public Relation, Maintenance and Accounts Departments for smooth operations
Responsible for baggage room and safekeeping and delivery of guests luggage
Ensures that all the front desk staff reflects the spirit of courtesy and hospitality out, and the operations are carried out within the procedures laid down by the company
Deals efficiently with customer complaints regarding the room or other functional areas of the Hotel and ensures that special arrangements as requested by the customers are carried out.
Ensure that all the staff is correctly uniformed in order to maintain a correct hotel image
Checks all the departmental log books
Acquaints with daily function sheets and complies with any banquet department requests
Responsible for preparation of departmental reports
Responsible for inspection of guest rooms on daily basis to ascertain that they are properly maintained
Performs duty common to other Managers and under takes duties that may be assigned from time to time.
To ensure the compliance of ISO 9001 and 14001 requirements
Maintain a professional and high quality service oriented environment at all times.
Conducting regular staff communication meetings
Undertake full responsibility for managing operating expenses and purchasing for the department and follow up on overdue accounts
Performs any other duties that may be specifically assigned from time to time by the management
Maintaining the labor cost and cost of other amenities.
Developing the departmental budget and forecasting of the business
Responsible to develop Front Office budget, monitoring the Profit and Loss and cash handling throughout the year.
Supervise Up sell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel.
Qualification
Graduation - MBA (Management)
Work Experience
Overall work experience: 10 - 12 years
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