Front Office Manager/Operations Manager

Job Description & Requirements

The Front Office Manager/Operations Manager will assist the Rooms Division Manager/Director of Rooms in the day-to-day operations of the Rooms Division, overseeing the Front Office and Concierge/Bell Desk Departments effectively. He or she will report directly to the Rooms Division Manager/Director of Rooms.

• Assist the property in achieving financial performance targets, work closely with the Revenue Management Department to maximise room occupancy and departmental revenue.
• Work collaboratively with other functional departments within the property to drive for revenue, sales initiatives and overall guest satisfaction.
• Build guest relationships to enhance customer loyalty and partnerships to attract and retain guests.
• Foster a culture of open and transparent communication with team members and to ensure that the team is highly motivated and results focused.
• Property level Champion to drive for Ascott Star Rewards (ASR) loyalty program sign ups and activations, and to ensure that all team members, including those from other departments are advocates of the ASR program.
• Ensure service and operational excellence, monitors service performance and takes corrective actions to resolves guests' issues and concerns
• Leads innovation, improvement and sustainability initiatives, and evaluate industry best practices and new technology applications for adoption
• Manage departmental budgets, staff development and performance management.
• Train, coach and develop Front Office and concierge/bell desk team members.
• Maintain disciplines of staff and handle staff grievances.
• Deputize for the Director of Rooms in his or her absence.
• To carry out any other duties and responsibilities as assigned
• Be visible in the property during high peak periods to assist guests and team members as necessary.

Job Requirements

You have:

• At least 6 years of relevant experience preferably in the hospitality service industry
• Attained at least Diploma in Hospitality or Hotel Management