Responsible for all front office functions and staff. Directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the
customers on a daily basis.
Serves as a role model to demonstrate appropriate behaviors.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Conducts department meetings and continually communicates a clear and consistent message
regarding the Front Office goals to produce desired results.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial
Ensures compliance with all Front Office policies, standards and procedures.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing
guidance, feedback, and individual coaching when needed.
Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Provides guidance and direction to subordinates, including setting performance standards and
Candidate with a Certificate or Diploma in Hospitality/Tourism/Hotel Management or equivalent preferred
Must have minimum 4 years experience as Front Office Manager in 5 star hotel / resort
Must have hands-on knowledge of Front Office System (Fidelio or similar)
Must have diplomatic leadership of a multi national crew serving a multi national clientele
Must be familiar with standard Operating Procedures of Front Office including Reservations
A good team player and customer oriented
Must be willing to work in Redang Island