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Front Office Manager
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Responsible for the operations of the Reception, Concierge, PABX, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.
- Involvement in budget preparations and responsible for profit & loss
- Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
- Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
- Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
- Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
- Conduct interviews with future employees.
- Identify training needs, develop and manage performance.
- Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
- Manage all operational tasks as well as their respective delegation and follow-up.
- Carry out disciplinary actions in line with company procedures.
- Re-evaluate work flows to improve and optimise organisation.
- Implement and evaluate procedures and policies.
- Ensure clear communication within departments.
- Verify that all information requested by the local police authorities are adhered to and prepared accurately.
- Organise regular departmental meetings.
- Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
- Conduct daily walk throughs to ensure quality standards.
- Maintain high visibility with guests and employees, handle customers complaints and take corrective action.
- Set short term and long term measurable objectives to continually improve service levels.
- Responsible for maintaining 85% scoring for LQA inspections.
- Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
- Manager on Duty weekdays and weekends.
- Rooms Division responsibility in their absence.
- Pre-Opening tasks and responsibilities where applicable.
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