Front Office Manager / FOM

About the role

Front Office Operation Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams Modifies working methods to comply with the brand philosophy Involves and motivates teams on a day-to-day basis Prepares the team's training plan and follows up implementation Communicates with the other departments Ensures that guest documentation and information is available and up to date Supervises guest welcoming operations and rooms sales Coordinates the front office team Organizes and plays an active role in welcoming guests Organizes guest arrivals and departures with the team Prepares the hotel room status report (number of occupied rooms compared to the number of rooms sold) Is responsible for the completion of official guest identification forms Ensures that internal procedures are duly applied Checks room reservations and the VIP guest list Keeps track of the standard of services delivered, based on guest comments and quality audits Is capable of moving people from their rooms and handling difficult situations Team Management Modifies working methods to comply with the brand philosophy Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams Helps employees manage their stress Involves and motivates teams on a day-to-day basis Helps integrate newcomers to the team Trains team members Applies and respects labor legislation Prepares the team's training plan and follows up implementation Applies and ensures application of labor legislation Identify and develop team members with potential Conduct performance review with the team Constantly monitor team members' appearance, attitude and degree of professionalism Prepare detailed induction programs for new employees Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication Other Responsibilities Behaves and acts in an exemplary fashion, embodying the brand mindset Helps the Front Office Manager organize and manage the team, perform administrative tasks and ensures the respect of procedures and hygiene and safety standards Manages and motivates front office teams in line with the brand's recommended behavioral guidelines, in order to provide personalized high quality guest services Helps employees improve their skills and provides support for career development Through his/her actions and presence at the reception, transmits the Front Office Manager's instructions and priorities Secures the revenue from room sales Ensures the respect of procedures and hygiene and safety standards Develops high quality relationships with guests throughout their stay Handles any guest complaints or contentious issues that cannot be settled directly by a receptionist or the Receptionist Team Leader, providing a rapid solution Knowledge and Experience Diploma in Tourism & Hospitality Management Minimum 3 years of relevant experience in a similar capacity Excellent reading, writing and oral proficiency in English language Ability to speak other languages and basic understanding of local languages will be an advantage Good working knowledge of MS Excel, Word, & PowerPoint Competencies Strong leadership, interpersonal and training skills Good communication and customer contact skills Results and service oriented with an eye for details Ability to multi-task, work well in stressful & high-pressure situations A team player & builder A motivator & self-starter Well-presented and professionally groomed at all times Possess skills of leadership, developing, strategic thinking, problem solver. Excellent communication. Results and service oriented with an eye for details. Ability to multi-task, work well in stressful & high-pressure situations. A team player & builder. A motivator & self-starter. Well-presented and always professionally groomed.

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Company Intel

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