Luxury Hotel Front Office Manager 6M

Pupose of Job

To assist the Rooms Manager in delivering the brand promise by managing the Front Office operations for the hotel. The Front Office Manager is responsible for all duties of Front Desk which includes: training, staffing, inter-department communications and coach, counsel employees

Main Duties

Customer Service
 To ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
 To ensure that Front Office employees also provide excellent service to internal customers as appropriate.
 To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.
 To ensure that all Front Office employees are aware of current promotions, policies and other important information.
 To ensure that all Front Office employees are familiar with the hotel's products and services.
 To implement consistent guest recognition programmes and maintain a relevant guest history database.
 To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily

Administration

Marketing

Financial

Operational

Personnel