Front Office Manager

Position Summary

In accordance with the policies, procedure and standards of Chroma Hospitality and Grafik Pinehouse Baguio, as the Front Office Manager, you will directly supervise all front office personnel and ensures proper & quality completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas.

You will prepare and submit monthly reports and budget for the front office department in a timely manner. As the Front Office Manager, your prime responsibility is to ensure that guest experience is the topmost priority. Any problems or issues raised by a guest or associate should be dealt with urgency. You will ensure that you have satisfactorily handled the situation at hand.

Scope and Responsibilities

Reception Skills

• Well-versed in advanced function of Property Management System and other system or app in place for ease in front office operations
• You are able to provide theoretical and practical training of hotel system/s to the whole department. Also, when needed, you will be able to do individual mentorship or coaching.
• Spearheads audit investigations, including audit findings from finance and creates necessary remedies for any untoward findings
• Authorizes staff for system access in coordination with IT, as well as Security for master keys access
• Analyzes scores of TrustYou Analytics and come up with relevant and timely action plan/s to increase score findings

Sales Skills

• In collaboration with Revenue team and Corporate Operations, you can propose, approve & implement special rates for upselling and cross selling initiatives.
• You will create a robust upselling & cross selling program that will drive an increase in hotel ADR, REVPAR & F&B revenue.
• Able to collaborate with the Sales & Marketing team when a group/event is confirmed for better yield on possible ancillary revenue.
• Sets targets for OODs in terms of budgeting and ensures monthly achievement through various initiatives
• You will initiate and suggest programs and/or promotions to boost revenue generation on all operating departments (OODs)

Guest Handling

• Handles complex guest complaints including difficult personalities that may or may not have legal implications for the hotel
• Able to come up with an amicable settlement to address the situation through service recovery conversations
• Implements service recovery matrix
• Meet and greet VIP guests
• Determine the top issues of guests and propose initiatives that will help address, resolve & prevent recurring concern

Detail Oriented

• You will need to periodically assess operations of the different sections and suggest improvements on the policies and procedures & SOPs of the department
• Ensures all areas are covered with complete manning and that a culture of service is prevalent when associates attend to guest needs. Mantra: Service from the heart
• Initiate arrangement of Brilliant in Skills Training in collaboration with Learning and Development team
• You will need to ensure that all associates are 100% compliant with our Golden rules and standards
• You will at any time be able to perform spot checks on operational needs and requirements and be able to coach or mentor associates who are not performing well
• You will work with EHK and do quality room checks especially for VVIP guests

Financial Acumen

• In charge of creating the department budget for the year; Monitoring, management, and achievement is a key role.
• As the FOM, you are to analyze and interpret departmental expense and come up with cost-saving strategies to achieve budgeted departmental profit
• Able to train, expose and give accountabilities to all line managers & supervisors relating to the departments P&L
• Proficient to create initiatives & forecast incremental revenue especially for OOD (other operating departments)
• Skilled to propose and decide on bigger discounts or waive fees to address service recovery from complaining guests
• In the interest of cost savings you will work closely with Housekeeping and Engineering team in planning for PMM program and zoning of guest floors during low occupancy days.

Cashier 

• Monitors the duty managers & front office teams cash floats in and out requests
• Ensure to avoid future discrepancies through trainings and follow through in terms of cashiering
• Close coordination with Finance for the implementation of cashiering process
• Able to monitor city ledgers, pending accounts receivables, uncollected deposits or payments, high balance report. You should be able to flag on a timely manner any potential risk on payment collection
• Maximize room revenue and occupancy by reviewing status daily.
• Analyse rate variance, monitor credit reports and maintain close observation of daily house count.
• Equipped to decide on bigger discounts or waive fees to recover guests from complaints

General Responsibilities

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of GRa to the public. -Performs any other duties and tasks that may be assigned by immediate superiors from time to time

Qualifications