SO Guest Manager (Front Office Manager)

- 3-5 years of Front Office Management or related experience required, preferably in luxury or upscale segments.
- SO Stylish, Playful, and Creative. So Dynamic and highly creative thinking, work well under pressure and full of team spirit.
- Excellent presentation, communication and organizational skills and the ability to multitask while working under pressure.
- Excellent command of conversational and written English and Bachelor degree in related areas

- The Front Office Manager will assist a guest who is looking for a member of the management team. In dealing with these situations, the Front Office Manager must ensure that he/she uses tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction but as well respecting the procedures and organization of the SO Sofitel Bangkok.
- The Front Office Manager will spend some times in the lobby to cultivate relationships with the hotel guests and the Front Office Department team.
- The Front Office Manager will be in permanent contact with the Director of Rooms to report any guest comment, or problem and to ensure a good co-ordination and quick communication on both sides.
- The Front Office Manager will join daily Rooms Division briefing & weekly Director of Rooms Meeting to bring with dynamism and initiatives all the questions, case studies & new ideas to be considered and discussed.
- The Front Office Manager will be very active giving full information & updates to all the Front Office Department staff. He/She will encourage a good interactivity with all the Front Office Department staff, to listen and understand their questions and problems and to give appropriate answers and solutions in line with the SO Sofitel Bangkok procedures and organization.
- To ensure that a pertinent / relevant Assistant Manager logbook is maintained updated and to check the logbook from the different sections of the Front Office to ensure that clear, constant and updated communication lines are kept with all Front Office staff.
- To ensure the overall co-ordination of the Front Office Operations and to assist all sections of the Front Office Department.
- Responsible to keep all Front Office Department Standards and Procedures in line with the SO Sofitel Bangkok Policies.
- Responsible to ensure that all Financial and Audit Procedures are respected. The Front Office Manager will then perform some "spot checks": Bucket Checks, Cashier Closures, Registration cards and correspondence, Rebates, Paid Out-
- To keep full records of incoming and outgoing items in the Assistant Manager Safe & to ensure proper follow up.
- To motivate all the staff regarding the selling and up selling program, and to make sure that the rates given are matching with the instructions received. To do the proper controls as per procedures established.
- To ensure that all Front Office Department areas are clear, clean & tidy at any time.
- Privacy: The Front Office Manager will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
- In the event of fire, The Front Office Manager has to ensure the overall co-ordination as per emergency procedure established. In the absence of Director of Rooms, he/she will call right away the appropriate persons; will ensure that each staff takes control of his duties during Fire and that the guests are well informed of the security measures to be taken.
- To be in alert and to call Security right away when a guest has a suspect attitude or luggage, when there is a serious conflict or beginning of fight in the premises of the hotel. Any of these cases has to be reported in the Assistant Manager's logbook.
- The Front Office Manager is expected to lead as an example in terms of appearance, attitude, equity & professionalism. His/her main role is to ensure the proper work of the overall Front Office Department operations (Guest Services, Club Services, Concierge, Guest Relations, Call Centre and Business Centre).
- The Front Office Manager will be involved in the projects and missions engaged by the Director of Rooms. He/she will then work very closely with the Director of Rooms and will be dynamic to give his/her opinion, bring ideas and always tries to improve the quality and reduce the problems in the Front Office Operations. He/She will, with and without the Director of Rooms do some controls to ensure their proper understanding and follow up.
- The Front Office Manager will be the direct supervisor of the Audit procedures and will ensure that they are understood and followed by all staff.
- The Front Office Manager will be very involved in the Finance co-ordination with the Director of Rooms. He/she will then attend weekly the Accounting meeting and ensure a quick follow up of the pending matters. He/she will report the evolution during the "end-day debriefing".
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Treat customers and colleagues from all cultural groups with respect and sensitivity.
- Identify and deal with issues which may cause cross cultural conflict or misunderstanding.