Job Summary

A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well informed to deliver our Guests an exceptional experience from check-in through check-out

Duties and Responsibilities:

COMPANY POLICIES AND PROCEDURES

• Employee should follow the corporate policy and operational manual

PROPER GROOMING

• Proper and complete uniforms should be worn at all times, well-ironed uniforms, proper haircut, shoes must be shine, and Identification card and nameplate are a must.

TEAM MEETING / DAILY BRIEFING/ TRAINING

• A daily or a regular meeting should be scheduled to address Front Office concerns. The agenda should be mentioned daily on the G-Drive.
• Training of policy and procedures to all Front Office staff

MONITORING OF ACCURATE REPORTS

1. Flash reports
2. Utilization of Hotelogix
3. G-drive must be updated
4. Monitoring of the following rooms reports, room assignment, room status
5. Monitoring of Front Office Cashiering
6. Ensure that all purchases are within the budget.
7. Monitoring of daily cash float
8. Accurate process for check in & Check out

RECOMMEND FRONT OFFICE PROCEDURE

• Review process flow and provide recommendation

SUBMISSION OF REPORTS

• Develop and improve PNP’S.
• Develop and implement Front Office policies that would improve the FO process.
• Completion of deliverables, reports, projects and task list.
• Reports must be complete with substantial information and must be submitted on time.
• CAPEX /OPEX for Front Office
• Email maximum 24 hours any incident at site( incident report )
• Achieved minimum operating standards and training set by the BOD
• Flash report must be submitted daily via email
• Accomplishment of goals given by board of director
• Project Initiatives for Front Office improvement

G-DRIVE UPDATE AND OFFICIAL GROUP CHAT

• Employee must update all the G-Drive information as required daily.
• Official group chat should be answer professional

Excellent customer service

Although it can take extra resources, time and money, good customer service leads to customer satisfaction, which can generate positive word of mouth for your business, keep customers happy and encourage them to come back in the resort.

Target Sales

Sales set forth by the Board of Directors must be achieved and surpassed monthly.

OTHERS

• Undertake other duties and tasks that may be assigned from time to time

QUALIFICATIONS

• Male or Female
• Willing to working in Mabini Batangas
• Graduate of Bachelor’s Degree with experience as Front Office Manager at least 2 years

KEY PERFORMANCE INDICATOR

• Meeting and exceeding the performance target and reports on time 35%;
• Meeting and exceeding the company goal such as projects and assigned task 35%
• Being compliant with the following 30%:

1. Punctuality
2. Behavior

The company standards are as follows:

• Competency

• Technical Skills- Understand job process, function and tools needed to execute the job.
• Quality of Work- Freedom from errors and mistakes. Work has accuracy and excellent quality.
• Company Policies & Procedures- Follows company policy and procedure.
• Reliability- being dependable by going to work on time, readily available to extend time, finishes tasks assigned and trustworthy.
• Organization- organizing work place and schedule to complete the task for the day.
• Team Player- willingness to work with other harmoniously and respond positively to other requests from the team.
• Customer Focus- Gives attention to customer inquiries and complaints and address it with urgency.
• Engage- Commits to the mission and vision of the company. Motivated to work everyday and has a positive personality that can influence his/her co-workers.
• Productivity- don’t waste time doing nothing. Initiate to look for work and keep his/her available time busy.
• Respectful - treat residents and co-workers with respect. Follows superior instruction politely.

• Company Goal Oriented

• Completion of Task
• Submission of Report

• Compliance

• Punctuality
• Number of Absence
• Number of Late
• Behavior
• Received Reprimand