Job Description
- Responsible to direct, control and coordinate activities in room reservations, guest services, staff training and administration, ensuring its effective operations and profitability of the department.
- See to the preparation and finalization of all Front Office reports and schedules.
- Plan, manage and develop manpower of the department maximize use of human resources at optimum cost.
- Spot check employees' performance regularly, correcting any mistakes and inadequacies.
- Coordinate with Housekeeping, Finance and other departments in handling guests' requests, inquiries and complaints regarding accommodation, service and billing. Ensure that these activities are well executed to ensure guests' satisfaction with accommodation and services.
- Prepare the Front Office annual budget and set department objectives.
- Control expenses of the department to minimize loss and maximize revenue without compromising service.
- Ensure and effective control rooms reervation to avoid overbooked situation and to maximize room revenue.
- Drive and motivate the team to upsell at every opportunity to maximize revenue for Rooms and F&B.
- Ensure all guests accounts are properly maintained and controlled.
- Recommend hotel discount policies, approval of credit, accommodation and decide whether to upgrade guest accommodation to promote and maintain good public relations.
- Represent the Management in handling all guest grievances and complaints concerning services from all areas of operation.
- Ensure that the investigation of irregularities and undesirable guests and checks on room occupancy discrepancy are properly conducted.
- Be fully familiar with all emergency procedures and hotel policies.
- Handle emergency cases according to the established Standard Operating Procedures, eg. fire safety, security and medical care, etc when required.
- Perform duties as directed by the Hotel Manager.
