Front Office Manager

Duties and responsibilities: 1. Assist the Assistant Duty Manager to supervise the front-of-the-house. a. Supervise, motivate, control and direct the Assistant Duty Managers to ensure that the entire front desk and lobby operations are carried out smoothly for the best service to our guests. b. Delegate duties and special assignment to the Assistant Duty Manager. c. Prepare duty roster for Front Office staffs and correct duty rosters for all Front Office sections. d. Monitor the attendance and off-in-lieu of the sections under supervision. e. Review and appraise the performance of all section heads under supervisors. 2. Appraise appearance and efficiency of Assistant Duty Manager, Front Office Supervisors. a. Check regularly on the grooming staffs under section of supervision. b. Monitor closely and ensure that all duties and responsibilities are carried out according to standards, policies and procedures. c. Ensure prompt and courteous, immediate guest action is observed throughout services. 3. Responsible for planning the implementing on-going training programs for the front office sections under supervision. a. Guide and train Assistant Duty Manager to assume more important responsibilities and improve on their supervisor skills. b. Train the front-line staff the skill of handling difficult guests and still be able to extend the best services. c. Ensure all mistakes and errors are fully rectified and explain to the staff as not to have any recurrences. 4. Ensure closely to co-ordinate with all sections of the front office and all departments of the hotel. a. Conduct daily briefings and periodical meetings with Assistant Duty Manager and section heads of the areas under supervision. b. Conduct daily briefing with Front Office cashiers. c. Responsible to ensure that all staff is aware of any changes in work procedures and all necessary co-ordination with other departments of the hotel. d. Attend all Front Office operation meetings and pre-convention meeting whenever necessary. 5. Make decisions regarding operational problems. a. Authorize rate/room change, paid out, rebates, cash advances acceptance of cheques according to procedures, credit policy and house policies. 6. To carry out all emergency procedures and co-ordinate closely with Security Department and police. a. To ensure all written reports are submitted to management on all irregularities and incidents (guests or personnel). b. To work closely and keep Security Department informed of all incidents. c. Strict control on the movement of Emergency Key, Grand Master Key and all spare keys. d. During any natural disaster of fire, death, bomb threat, apply the hotel’s emergency procedures as laid down by the management. 7. Keep strict control on the operation of the computer system. a. Familiarize oneself with the operation of the computer system. b. To ensure no misuse or mishandling of the computer and its peripheral. c. To draw up a temporary manual operation procedure in case of computer breakdown. 8. To improve on guest service standards. a. Attend to all guests’ complaints and requests immediately. b. Ensure that all staff carried out the hotel’s rules and regulation, policies and procedures. c. Check on all VIP arrival and departure arrangements. d. Ensure Assistant Duty Manager escort all VIP guests to their rooms. e. During full house, to have close co-ordination with Reservations section and Housekeeping to minimize checking guests into dirty rooms and transfer guest out. Job Requirements: • Proven work experience as a Front Desk manager or Reception Manager. • Hands on experience with office machines (e.g. fax machine and printer). • Thorough knowledge of customer service, office management and basic bookkeeping procedures. • Proficiency in English (oral; and written). • Chinese is a plus. • Solid knowledge on MS Office, particularly Excel and Word. • Excellent communication and people skills • Good organizational skill and multitasking abilities. • Problem-solving skills. • High school diploma; additional certification is a plus.

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