Front Office Manager - InterContinental Phu Quoc
IHG · Vietnam
Your day-to-day
People
Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
Train colleagues to make sure they deliver with compliance and to the standards we expect
Drive a great working environment for teams to thrive - linking up departments to create sense of one team
Promote teamwork and quality service through daily communication and coordination with other departments
Recommend or initiate any HR related actions where needed
Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
Ensure your team are properly trained on systems, security, service and quality standards
Financial
Help create the department’s annual budget and the setting of departmental goals
Monitor budget and control expenses with a focus on food, beverage, and labour costs….
Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
Oversee night audit function and preparation of daily financial reports
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Guest Experience
Ensure your front office team delivers a great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
Responsible Business
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
May also serve as manager on duty (MOD) on request.
May assist with other duties as assigned by management
What we need from you?
Education:
Bachelor’s degree / higher education qualification / equivalent in Hotel
Service years in the field :
Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience.
Knowledge and skills:
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Good writing skills
• Proficient in the use of Microsoft Office and Front Office System
• Problem solving, reasoning, motivating, organizational and training abilities
• Strong Leadership skills in managing teams
• Ability to manage complex relationships
Language: Must speak fluent English and Vietnamese