Front Office Manager

Job Description PRIMARY RESPONSIBILITIES Maximizes occupancy and average rate at all time. Closely coordinates room availability with the Director of Sales. Maintains a good relationship with travel agents and tour operators. Coordinates with in-house Engineering and Housekeeping to ensure that there is a maximum number of rooms available for sales at a given time. Answers inquiries pertaining to hotel policies and services. Handles guest complaints professionally. Arranges for special services. Ensures high standards of service at all time. Maintains good relationship with guests and staff. Reviews arrival lists and pre-set the VIP guests with GM and EAM. Makes decisions regarding over-booking based on the hotel policies and standards in consultation with EAM. Participates in yearly forecasting and budgeting with senior management. Observes and analyzes competitive hotels. Prepares reports as required. Supports and determines training programs and prepares an annual training plan. Works with Training Manager to have an active ongoing training plan in progress. Works with Reservations to assist the control of opened and closed dates, availability and condition of rooms and suites, and guest arrival patterns. Analyzes revenue and expenses results monthly. Assists in recruiting and selecting staff. Reports to the senior management regarding to unusual events (revenue, occupancy and guest complaints). Ensures daily manager log-book is maintained. Reviews VIP and arrival lists. Monitors credit policies and audits daily credit report on guest rooms where needed. Holds monthly, staff meetings with minutes taken and submitted to concerned persons. Develops employee recognition programs for his/her operating areas. Complies with company policies and standards. Ensures a high quality of secretarial service at the Business Center. To be familiar with emergency procedures of the hotel. Performs other duties as assigned by supervisor. Interacting with clients, guests, and VIPs in the lobby. Making sure guests are satisfied with the hotel services and provide immediate resolutions or assistances. Administrative Responsibilities Acknowledges and screens daily work schedule. Conducts daily briefing and de-briefing to heads of concerned sections. Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business. Establishes two-way communication with related departments. Communicates effectively with guests, subordinates, immediate supervisors and other section heads. Manages time effectively by meeting deadlines on time. Administers personnel action on leaves & overtime requests, disciplinary actions and commendation. Completes the profit and capital expenditure budget effectively and timely. Identifies and solves problems in a professional manner. Technical Responsibilities Knows and understands the job description of all positions in his/her department and beware of others. Knows and understands policies relating to his/her department and others. Recognizes good quality products and presentation. Checks and improves all service standards established by the company. Supervises staff activities to maximize revenue and minimize costs. Provides assistance to the staff when required during peak periods. Maintains grooming standards for all personnel. Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency. Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources. Commercial Responsibilities Communicates effectively with guest, clients, business partners and employees. To be a good sales person to promote hotel s image and businesses. Participates community projects or activities in order to promote the hotel s image and cooperation to improve community relationship. Human Resources Responsibilities Coaches and counsels all staff when applicable. Evaluate objectively the performance of staff in his/her responsibilities. Provides training to all staff in his/her department regularly. Motivates staff to grow within the company. Develops him/herself to be better manager at all times. RELATIONSHIP Reports to Director of Rooms and works closely other department heads to ensure maximum guests satisfaction is delivered. Directs and supervises activities of the departments concurred Coordinates with other managers to ensure smooth operations and all activities of the hotel. Interacts with clients, guests, government officials, supplies, and other important Individual in the community in promoting the hotel. To be able to communicate with guests effectively and efficiently. Others Continuous learning through own IDP. Any other duties as may be assigned by the superior. Accountabilities Represents Dusit s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness. Job Requirements Minimum education of Bachelor degree in Hotel Management or relevant discipline. Minimum of 8 years in Front Office experience in a similar capacity preferably in a 5 star class environment. Knowledgeable in Front Office Operations. Have excellent English communication skills both in written and spoken. Possess professional disposition with excellent interpersonal skills.