Front Office Manager

Key Responsibilities:
- Responsible for overall day-to-day Front Office operations of Pullman Hanoi.
- Leads as an example in terms of appearance, attitude, equity & professionalism.
- Ensures the proper work of the overall Front Office operations (Front Desk, Concierge, Guest Relations, Operator, Connectivity Lounge, Executive Lounge).
- Ensures that guests' stay at the hotel runs smoothly, helping to provide guest satisfaction at all times thanks to his/her thorough knowledge of the hotel.
- Ensures the respect of procedures and hygiene and safety standards.
Manage and motivate front office teams in line with the brand's recommended behavioral guidelines, in order to provide personalized high quality guest services.
- Helps the department meet its targets. 
- Helps increase hotel revenue through his/her sales efforts.

Professional skills:
- Informs guests about the formalities, any special conditions relating to their stay and the services available
- Organizes arrivals and departures
- Coordinates room allocation with the housekeeper, handling any switches as necessary
- Communicates with the other departments
- Ensures that guest documentation and information is available and up-to-date
- Formalizes instructions as necessary and supervises their application
- Supervises the correct use and follow-up of applications centralizing customer profiles and records

Team management and cross-departmental responsibilities: 
- Modifies working methods to comply with the brand philosophy
- Develops employees' skills and guides them in their professional development
- Ensures that the appropriate information is given and received by his/her team, to and from the other departments
- Defines the best structure for the team and changes it over time: prepares the work schedules according to each person's skills and brand developments.
- Leads and motivates the team to create a good working atmosphere
- Anticipates needs and organizes recruitment for the team
- Carries out annual performance appraisals for team members, sets targets and helps them progress in their careers, developing their skills
- Prepares the team's training plan and follows up implementation
- Applies and ensures application of labor legislation"

Commercial / Sales:
- Implements a dynamic sales policy in conjunction with the sales department and develops the team's sales skills 
- Trains the team to use the appropriate sales pitches and supervises implementation
- Draws up the pricing and rooms strategy in conjunction with the Operations Manager or General Manager
- Ensures the brand and/or Group's loyalty program is promoted to guests
- Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace"