Front Office Manager

Your tasks

The Front Office Manager (FOM) is responsible for building a team that meets company expectations through selection, teaching, development, and evaluation. This role serves as a leader of change, implementing systematic work plans and maintaining high operational standards across the Front Office .

Team Building: Selection, teaching, and evaluation of staff while demonstrating the characteristics of person with “growth mindset”

Employee Support: Listen to daily challenges faced by staff and provide practical advice and solutions.

Workforce Planning Training: Develop and implement standardized training materials and SOPs to ensure staff have necessary job skills.

Performance Feedback: Provide structured feedback to receptionists using standardized forms.

Task Delegation: Assign tasks across the team to ensure efficient workloads and productivity.

Communication: Act as a leader of change, passing on new updates and verifying the accuracy of information received. Prepare and lead daily briefings covering previous incidents, current cases.

Case Resolution: Monitor Slack for pending cases and ensure 100% of complaints are resolved within 24 hours.

Facility Inspection: Conduct daily walkthroughs of the Front Desk, Lobby, and F&B areas to ensure standards are applied.

Financial & Revenue Oversight Revenue Monitoring: Review room production metrics Room P/U cancellations (Forecast).

Inventory Control: Manage Out of Order (OO) and blocked rooms to optimize inventory and minimize revenue loss.

OTA Management: Maintain rate parity across all Online Travel Agencies (OTAs) and respond to all reviews within 48 hours. Reporting: Submit monthly OTA commission reports,No Show and Cancelled Production report.

Requirements

1. Leadership: Ability to build and develop teams through mentorship and evaluation.
2. Systematic Planning: Capability to create efficient work plans based on departmental goals.
3. Technical Literacy: Proficiency in using company communication tools and OTA Meta-platforms.
4. Communication: Strong skills in interdepartmental collaboration and problem-solving.
5. English Commuication Skill Fluently