Front Office Manager

Job Responsibilities

• Partners with General Manager of the hotel to create the hotels annual business strategy. Develops departmental goals and strategies to ensure alignment with the hotels business strategy.
• Conducts periodic competition analysis and plans tactical strategies to increase and maintain a leading share in the market.
• Develops & Implements the annual plan using the TBEM framework, linking the department's objectives to the unit's overall strategy.
• Conducts Rooms Checks with the Executive Housekeeper and Chief Engineer every day for VVIP and HWC guests arrival rooms.
• Conducts internal audits of basic processes of Rooms Division in a systematic manner to check adherence and control deviations.
• Overviews and co-ordinates with the Chief Engineer and Executive Housekeeper with regards to room refurbishments, renovations and shutdowns for maintenance activities.
• Reviews all group bookings, smooth check-in/check outs of all guests with proper preparation and settlement of invoices.
• Ensures speedy and timely actions during emergency situations as per the SOP guidlines.
• Reviews guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
• Maintains regular contacts with corporate and individual guests, and builds strong relationships with them.
• Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
• Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Member and HWC (Handle with Care) guests, on arrival or during the stay and ensures they have a seamless experience.

• Budgeting & Forecasting
• Knowledge of HR, Training, Sustainability, Revenue Management, Financials tools & techniques
• Business Acumen
• Written & Verbal Communication
• Property Management & Guest Feedback System
• Safety & Hygiene Practices
• Strategic Thinking
• Analytical Approach
• Coaching and Mentoring
• Team Building & Orientation
• Interpersonal Effectiveness
• Result Orientation & Entrepreneurial Drive
• Customer Centricity
• Conflict resolution/ Managing Crisis
• Decision Making
• Mutual Respect