Job Summary
A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well informed to deliver our Guests an exceptional experience from check-in through check-out
Duties and Responsibilities:
COMPANY POLICIES AND PROCEDURES
Employee should follow the corporate policy and operational manual
PROPER GROOMING
Proper and complete uniforms should be worn at all times, well-ironed uniforms, proper haircut, shoes must be shine, and Identification card and nameplate are a must.
TEAM MEETING / DAILY BRIEFING/ TRAINING
A daily or a regular meeting should be scheduled to address Front Office concerns. The agenda should be mentioned daily on the G-Drive.
Training of policy and procedures to all Front Office staff
MONITORING OF ACCURATE REPORTS
Flash reports
Utilization of Hotelogix
G-drive must be updated
Monitoring of the following rooms reports, room assignment, room status
Monitoring of Front Office Cashiering
Ensure that all purchases are within the budget.
Monitoring of daily cash float
Accurate process for check in & Check out
RECOMMEND FRONT OFFICE PROCEDURE
Review process flow and provide recommendation
SUBMISSION OF REPORTS
Develop and improve PNP’S.
Develop and implement Front Office policies that would improve the FO process.
Completion of deliverable, reports, projects and task list.
Reports must be complete with substantial information and must be submitted on time.
CAPEX /OPEX for Front Office
Email maximum 24 hours any incident at site( incident report )
Achieved minimum operating standards and training set by the BOD
Flash report must be submitted daily via email
Accomplishment of goals given by board of director
Project Initiatives for Front Office improvement
G-DRIVE UPDATE AND OFFICIAL GROUP CHAT
Employee must update all the G-Drive information as required daily.
Official group chat should be answer professional
Excellent customer service
Although it can take extra resources, time and money, good customer service leads to customer satisfaction, which can generate positive word of mouth for your business, keep customers happy and encourage them to come back in the resort.
Target Sales
Sales set forth by the Board of Directors must be achieved and surpassed monthly.
OTHERS
Undertake other duties and tasks that may be assigned from time to time
QUALIFICATIONS
Male or Female
Aged 30-45 years’ old
Willing to working in Mabini Batangas
Graduate of Bachelor’s Degree with experience as Front Office Manager at least 2 years
KEY PERFORMANCE INDICATOR
Meeting and exceeding the performance target and reports on time 35%;
Meeting and exceeding the company goal such as projects and assigned task 35%
Being compliant with the following 30%:
Punctuality
Behavior
The company standards are as follows:
Competency
Technical Skills-Understand job process, function and tools needed to execute the job.
Quality of Work-Freedom from errors and mistakes. Work has accuracy and excellent quality.
Company Policies & Procedures-Follows company policy and procedure.
Reliability-being dependable by going to work on time, readily available to extend time, finishes tasks assigned and trustworthy.
Organization- organizing work place and schedule to complete the task for the day.
Team Player-willingness to work with other harmoniously and respond positively to other requests from the team.
Customer Focus-Gives attention to customer inquiries and complaints and address it with urgency.
Engage-Commits to the mission and vision of the company. Motivated to work everyday and has a positive personality that can influence his/her co-workers.
Productivity-don’t waste time doing nothing. Initiate to look for work and keep his/her available time busy.
Respectful -treat residents and co-workers with respect. Follows superior instruction politely.
Company Goal Oriented
Completion of Task
Submission of Report
Compliance
PunctualityNumber of Absence
Number of Late
BehaviorReceived Reprimand
