Front Office Manager

Leading Front Office Operations Team

- Verifies that goals are being translated to the team as they relate to guest tracking and productivity.

- Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

- Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.

- Verifies that the team has the capabilities to meet expectations.

- Leads by example demonstrating self-confidence, energy and enthusiasm.

- Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them.

- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

Managing Front Office Operations Functions

- Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).

- Follows property specific second effort and recovery plan.

- Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

- Takes proactive approaches when dealing with employee concerns.

- Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting.

Managing and Monitoring Activities that Affect the Guest Experience

- Understands the RHG brand's service culture.

- Provides excellent customer service by being readily available/approachable for all guests.

- Strives to continually improve guest and employee satisfaction.

- Takes proactive approaches when dealing with guest concerns.

- Extends professionalism and courtesy to guests at all times.

- Responds timely to customer service department request.

Managing Profitability

- Assists in performing required annual audit.

- Verifies that a viable key control program is in place.

- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

- Strives to maximize the financial performance of the department.

- Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.

- Competitive package

- Dormitory for non-local employee

- A bachelor's degree in hospitality management or a related field is preferred. Previous experience of minimum 3-years in a similar role.

- Fluency in English and Vietnamese is essential.

- Proficiency in using hotel management software, reservation systems such as Opera, and other front office tools.