Front Office Manager (under Local contract)

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Front Office Manager (under Local contract)

PULLMAN HANOI HOTEL

Job Description

Front Office Operation

- Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues

- Check that all Front Office employees report to work punctually and are well groomed before each of their shift

- Conduct daily briefings and ensure that all pertinent information is well received by team members

- Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions

- Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to

- Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible

- Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

- Liaise with Finance Department to ensure that credit procedures are properly carried out

- Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue

- Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling

- Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards

- Handle all guest correspondences and ensure prompt follow-ups

- Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

- Interview, select and recruit Front Office employees

- Identify and develop team members with potential

- Conduct performance review with the team

- Constantly monitor team members' appearance, attitude and degree of professionalism

- Prepare detailed induction programs for new employees

- Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

- Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

- Prepare payroll and gratuity reports

- Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

- Be well versed in hotel fire & life safety/emergency procedures

- Attend all briefings, meetings and trainings as assigned by management

- Report for duty on time wearing clean and complete uniform at all times

- Maintain a high standard of personal appearance and hygiene at all times

- Perform other reasonable duties assigned by the Management of the Hotel

Work Experience

Knowledge and Experience

- Diploma in Tourism & Hospitality Management

- Minimum 3 years of relevant experience in a similar capacity

- Excellent reading, writing and oral proficiency in English language

- Ability to speak other languages and basic understanding of local languages will be an advantage

- Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

- Strong leadership, interpersonal and training skills

- Good communication and customer contact skills

- Results and service oriented with an eye for details

- Ability to multi-task, work well in stressful & high-pressure situations

- A team player & builder

- A motivator & self-starter

- Well-presented and professionally groomed at all time

Benefits

* Competitive package of salary and benefit.

* Professional working environment. Care about your career advancement