Front Office Manager

Join to apply for the Front Office Manager role at Dusit Hotels and Resorts in Davao.

Responsibilities

• Maximizes occupancy and average rate at all times.
• Closely coordinates room availability with the Director of Sales.
• Maintains a good relationship with travel agents and tour operators.
• Coordinates with in-house Engineering and Housekeeping to ensure that there is a maximum number of rooms available for sales at a given time.
• Answers inquiries pertaining to hotel policies and services.
• Handles guest complaints professionally.
• Arranges for special services.
• Ensures high standards of service at all times.
• Maintains good relationship with guests and staff.
• Reviews arrival lists and pre-sets the VIP guests with GM and EAM.
• Makes decisions regarding over-booking based on the hotel policies and standards in consultation with EAM.
• Participates in yearly forecasting and budgeting with senior management.
• Observes and analyzes competitive hotels.
• Prepares reports as required.
• Supports and determines training programs and prepares an annual training plan; works with Training Manager to have an active ongoing training plan in progress.
• Works with Reservations to assist in the control of opened and closed dates, availability and condition of rooms and suites, and guest arrival patterns.
• Analyzes revenue and expenses results monthly.
• Assists in recruiting and selecting staff.
• Reports to senior management regarding unusual events (revenue, occupancy and guest complaints).
• Ensures daily manager log-book is maintained.
• Reviews VIP and arrival lists.
• Monitors credit policies and audits daily credit report on guest rooms where needed.
• Holds monthly staff meetings with minutes submitted to concerned persons.
• Develops employee recognition programs for operating areas.
• Complies with company policies and standards.
• Ensures a high quality of secretarial service at the Business Center.
• Be familiar with emergency procedures of the hotel.
• Performs other duties as assigned by supervisor.
• Interacts with clients, guests and VIPs in the lobby to ensure guest satisfaction and provide immediate resolutions or assistance.

Administrative Responsibilities

• Acknowledges and screens daily work schedule.
• Conducts daily briefing and de-briefing to heads of concerned sections.
• Proposes an effective duty to ensure sufficiency of manpower in accordance with volume of business.
• Establishes two-way communication with related departments.
• Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
• Manages time effectively by meeting deadlines on time.
• Administers personnel actions on leaves and overtime requests, disciplinary actions and commendations.
• Completes the profit and capital expenditure budget effectively and timely.
• Identifies and solves problems in a professional manner.

Technical Responsibilities

• Knows and understands the job description of all positions in his/her department and neighboring ones.
• Knows and understands policies relating to his/her department and others.
• Recognizes good quality products and presentation.
• Checks and improves all service standards established by the company.
• Supervises staff activities to maximize revenue and minimize costs.
• Provides assistance to the staff when required during peak periods.
• Maintains grooming standards for all personnel.
• Conserves energy and water at all times without decreasing guest comfort and cleaning efficiency.
• Manages wastes by reducing and recycling wastes and encouraging careful resource use.

Commercial Responsibilities

• Communicates effectively with guests, clients, business partners and employees.
• Promotes hotel image and business development.
• Participates in community projects to promote the hotel's image and foster community relations.

Human Resources Responsibilities

• Coaches and counsels staff when applicable.
• Evaluates staff performance objectively.
• Provides training to all staff in his/her department regularly.
• Motivates staff to grow within the company.
• Develops self to be a better manager at all times.

Relationship

• Reports to Director of Rooms and collaborates with other department heads to ensure guest satisfaction.
• Directs and supervises activities of the departments concerned.
• Coordinates with other managers to ensure smooth hotel operations.
• Interacts with clients, guests, government officials, suppliers and other important community members to promote the hotel.
• Communicates effectively with guests.

Others

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

Accountabilities

• Represents Dusit's brand and values and delivers an exceptional guest experience and Thai graciousness.

Company's Culture

• Embrace the company culture, vision, mission and values; lead by example and cascade to subordinates.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data; adhere to hotel policies; keep information confidential during or after employment.

Job Requirements

• Minimum education of Bachelor degree in Hotel Management or relevant discipline.
• Minimum of 8 years in Front Office experience in a similar capacity, preferably in a 5-star environment.
• Knowledgeable in Front Office Operations.
• Excellent English communication skills, both written and spoken.
• Professional disposition with excellent interpersonal skills.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitality