Front Office Manager

Front of House
Job Role:
Front Office Manager
Staff- Line level
Salary Description:
Raffles Hotels and Resorts
Job Ref:

Raffles Hotels & Resorts is a collection of award-winning luxury hotels located in vibrant destinations around the world. Unique with its own distinct personality, each Raffles hotel distinguishes itself with the highest standards of product and service.
We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of leading global luxury hospitality brand.

Raffles Hainan, located in the "Hawaii of Asia" - Hainan, will enjoy a superior beachfront location while offering guests direct access to the adjacent championship golf course. The resort's 299 guestrooms and 32 luxurious villas are among the most spacious and all offer commanding sea views. The resort will feature 7 exciting food and beverage concepts, a 1,400 sqm Raffles Spa, a grand ballroom and flexible meeting spaces for special events.

If you are looking for a dynamic environment for growth, please join us as :

Front Office Manager

To manage the operations of Front Office by ensuring product and service quality standards are met.


• Manage and supervise all tasks of front office personnel to ensure guests receive prompt, cordial attention and personal recognition
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• Monitor Front Office, and particularly Guest Relations personnel, to ensure priority guests, repeat guests and other VIPs receive special attention and recognition
• Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
• Maintain inter-departmental relationships to ensure seamless customer service
• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
• Schedule and regularly conducts routine inspections of areas under his/her control
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Know system recovery procedures
• Interpret computer reports and compile relevant statistics for front office
• Continually check the accuracy of room count
• Approve upgrades and special amenities
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Communicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPs
• Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements
• Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
• Plan for future staffing needs and recruit in line with company guidelines
• Prepare detailed induction programmes for new staff
• Analyse training needs of Front Office staff and develop training programmes
• Conduct probation and formal performance appraisals
• Coach, counsel, discipline staff and provide constructive feedback to staff
• Work with the Finance and Business Manager in the preparation and management of the department's budget
• Adhere to OH&S policies and procedures and ensure all direct reports do the same
• Log security incidents and accidents in accordance with hotel requirements


• Excellent communication skills in English
• Ability to communicate in a second language
• Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
• Strong working knowledge of budgets, forecasting, profit and loss statements
• Ability to train and motivate individuals, creating and maintaining a cohesive team
• Good computer knowledge; able to use property management system
• Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
• Ability to ensure security and confidentiality of guest and hotel information
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct performance of staff and follow up with corrections where needed

• Degree from School for Tourism & Hotel Management

• Minimum 5 years' relevant experience with at least 3 year at a management level.

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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