Front Office Manager

Experience in front office operation minimum 3-5years in similar capacity in a mid or upper scale hotel.
Graduation from a standard senior high school or equivalent is generally preferred.
Knowledge of beverage and wine are required.
Ability to lead and direct teams, to make prompt/good decisions and enjoy working in fast pace.
Fluent English and should be able to effectively communicate with diverse groups.
Excellent customer service, computer skills , pleasing personality, analytical, patience, creative, dynamic and result oriented.

Please note that this is not an exhaustive list of everything that needs to be done. Novotel Bangkok Platinum employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:
Planning and Organising:
? Participate in preparation of the hotel's strategic and marketing plans. Prepare the Front Office team budget.
? Plan and implement training plans for all Front Office employees. Conduct regular associate training, and monitor its success. This will involve training in both IT systems and guest-service procedures.
? Maintain full knowledge of the Property Management and Call Centre computer systems.
Operations
? Supervise the functioning of all departmental employees, facilities, sales and costs, to ensure maximum departmental profit is achieved.
? Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
? Remain accountable for all elements of the department operations.
? Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance. Continue to capture best current practice in new LSOPs relating to front office operation.
? Drive the implementation of all sales and promotional programmes of the hotel. Take personal responsibility for driving Upselling within the property.
? Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
? Develop and maintain a motivational working environment within the department.
? Provide coaching and counselling, support and guidance to the associates as required.
? Ensure associates are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, and health club, and other services and facilities.
? Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.
Administration
? Establish and maintain effective employee relations.
? Liaise with HR in all employee matters including interviewing and hiring, employee orientation, performance appraisals, coaching, counselling, and dismissal if necessary to ensure appropriate staffing and productivity.
? Control payroll and business expenses of the department.
? Liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.
? Assist the Accounting Department in collecting outstanding, especially bills from tour leaders, local representative of operator and local agencies.
? Provide assistance to local representatives of tour operators and travel agencies.

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