FRONT OFFICE MANAGER, Royal Sand Koh Rong, Cambodia

The Front Office Manager is responsible for the successful operation and administration of all front office departments to include: front desk, bell/door, PBX/AYS, concierge, and night audit. The Front Office Manager must ensure that the department is continually balanced while focusing on providing an exceptional experience to every guest and maximizing department profitability at the same time. The Front Office Manager is responsible for ensuring that all front office operations are carried out professionally, to standards and at the highest level of service. The Front Office Manager will achieve desired outcomes by planning, implementing and controlling effective departmental strategies that drive results and through the creation, development and maintenance of a competent, motivated and empowered front office staff. The Front Office Manager will effectively lead, train, coach, motivate, engage and provide feedback to the front office staff, supervisors and managers on a daily basis. The Front Office Manager will serve as the front office liaison to all other hotel departments.
Key Responsibilities:
- Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
- Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
- Prepare forecasts and reports and assist in the development of the room's budget.
- Monitor and maintain the front office systems and equipment to ensure their optimum performance.
- Track guest satisfaction surveys and maximize usage of the guest response tracking system.
- Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
- Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
- Communicate both verbally and in writing to provide clear direction to staff.
- Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and AYS standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
- Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
- Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
- Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
- Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
- Regular attendance in conformance with the standards is essential to the successful performance of this position.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job related duties as assigned.