About the job ASTON Bangka Emidary Hotel & Conference Center - FO ManagerJob Description:Administration
To oversee and assist in the preparation and update of the Front Office Departmental Operations Manual.
To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
To represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
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 hotels 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.
To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Financial
To maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
To ensure that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
To maximise rooms sales and revenues for the hotel through appropriate yield management, up selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.
Financial (continued)
To assist in monthly reforecast, as appropriate.
To assist in the preparation of the Annual Business Plan.
To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
Marketing
To assist in weekly yield and revenue management meetings, as necessary.
To assist in the preparation, utilisation and update of an annual Marketing Plan.
Operational
To monitor Rooms standards in general, working through the respective Head of Department to take corrective action where necessary.
To conduct frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.
To ensure the strict control of room keys.
To assist in securing external guest accommodation in overbooking situations.
To ensure that public areas are clean and up to standard.
To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
To ensure that all V.I.P. and long stay guests are met on arrival by an Assistant Manager.
To work closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
To make sure that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of We work through Teams.
To ensure that all guest details are entered correctly in accordance with the principles of clean data.
To be aware of new market trends and service(s) offered by competitor hotels and the industry in general, to be one step ahead where appropriate.
KEY RESPONSIBILITIESStrategic
Ensure the smooth operation of front of the house function
Develops new concepts of service & methods of achieve organizational objectives
Directs the budgeting process for all capital & operational requirements in order to achieve the required profitability
Identifies & develops new products, equipment & amenities to enhance the product quality
System / operations
Ensures prompt, courteous & accurate service to all guests, so as to maximize customer satisfaction.
Directs the organization of work within the department including assignments, time schedules, and vocations
Be responsible for optimizing the sale of room inventory to achieve organizational profitability
Prepares capital & operational budgets for front office.
Recommends changes in methods, equipment or staff, so as to improve departmental productivity
Constantly monitor key performance indicators for the department and takes corrective action
Ensures adherence to company and hotel polices by all departmental employees
Ensures safety and security of guest belongings ( e.g. in luggage room, in safe deposit lockers ,etc )
Ensures room folios are correctly maintained & payment received as per organizational standards
Be responsible for adherence to all statutory requirements ( e.g. Forms, A&D Register, encashment certificates, etc.)
Ensures guest privacy, security, & safety at all times in the hotel
Ensures all the records & documents are maintained as per organizational requirements
Constantly monitor key performance indicators for the department and take corrective action
Ensures adherence to company and hotel policies by all department employees
Ensures adherence to international standards of hygiene and cleanliness in all areas ( guest, heart of the house )
Personnel
To assist in the recruitment and selection of all Front Office employees. To follow hotel guidelines when recruiting and use a competency-based approach to selecting employees.
To oversee the punctuality and appearance of all Front Office employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and departments grooming standards.
To conduct annual Performance Development Discussions with Front Office employees, to support them in their professional development goals.
To plan and implement effective training programmes for all Front Office employees in coordination with the Training Manager and Departmental Trainers.
To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
To develop the skills and effectiveness of all Front Office employees through the appropriate training, coaching, and/or mentoring.
To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.
To encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
To ensure that employees have a complete understanding of and adhere to employee rules and regulations.
To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
To feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.
Staff / Training
Ensures department employees are fully trained through constant On the job training
Ensures attendance on behavioural and vocational training in own and related areas to enhance skills and encoring multifunctionality
Personally Conducts key training
Ensures career development and succession planning for subordinates
Uses Aston Appraisal system to review the performance of direct subordinates and determine their development needs
Recommends hiring, promotion, increments, disciplinary action, performance related salary increments for all subordinates
Ensures department employee are fully trained on all hotel systems, procedures to ensure safety requirements
Counsels subordinates in personal and work related matters
Attends behavioural and vocational training in own and elated work areas to enhance skills and develop multifunctionality
Shared values
Ensures effective implementation of the following code of conduct at all time
Conduct which is of highest ethical standards - intellectual, financial & moral
Conduct which builds and maintains Team work, with mutual trust as the basis of all working relationship
Conduct which puts the customer first, the company second and self last
Conduct which exemplifies care for the customer through anticipation of need attention to detail, excellent and style and respect for privacy along with warmth and concern
Conduct which demonstrates two - way communication accepting constructive debate and dissent whilst acting fearlessly with conviction
Conduct, which demonstrates with people, is our key asset, through respect for every employee and leading from the front regarding performance achievement as well as individual development
Conduct which at all times safeguards the safety, security, health and environment of customers, employees and the assets of the company
Conduct, which eschews the sort - term quick fix the long-term establishment of healthy precedent
Other Duties
To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
To respond to changes in the Rooms function as dictated by the industry, company and hotel.
To read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
To attend training sessions and meetings as and when required.
To carry out any other reasonable duties and responsibilities as assigned.
