Job Summary:

We are seeking an experienced and dynamic Front Office Manager to join our team. This role is responsible in ensuring that guests receive exceptional service from check-in and check-out, while managing and mentoring the front office team to create a friendly and welcoming environment. You'll play a key role in the overall success of the Front Office operations, acting as the management representative for the Hotel, to ensure guest satisfaction.

Key Responsibilities:

• Develop, review and update the policies and procedures for Front Office operations.
• Conduct and support on-going Training programs for Front Office team, especially On-the-Job Training.
• Ensure that the established quality standard and high level of work performance are maintained, including grooming and conduct standards.
• Proactively handle guests' feedback in a professional manner, ensuring resolution to guest satisfaction.
• Ensure consistent high standard of recognition for all VIP guests including Marriott Rewards platinum and gold level elite guests.
• Plan and prepare work schedule for all sections within Front Office and ensure adequate daily manning according to the Hotel's occupancy.
• Implement and maintain Front Office procedures, systems and controls.
• Ensure regular and ongoing communications among the team, such as briefing for pre-shift, handover shift, discussions and meetings.
• Deliver a clear and consistent message to the team on departmental goals to achieve desired results.
• Be familiar with the roles and responsibilities of all positions within Front Office, to render coverage to the team as and when required.
• Ensure property policies are administered with consistency; procedures and documentation are completed and maintained according to Standard Operating Procedures (SOPs) and support peer review process.

Required Qualifications:

• Diploma or Degree in Hospitality or Tourism management.
• Minimum 6 years' experience in similar capacity in a 5-star property.
• Knowledge of Opera / Opera Cloud and proficiency in process management tools.
• Hold strong organizational and leadership skills, with an eye for detail for process improvement.
• A team player who is self-motivated and able to remain calm and resourceful under pressure.
• Excellent communication, leadership, problem-solving and interpersonal skills.