Front Office Manager

1-3 years
4 months ago
Job Description

Company Description

Nestled in the beautiful Jimbaran Bay, in Jimbaran Hijau development area, Raffles Bali is a haven of refined seclusion, perched on a hill that offers stunning views of the ocean and its secluded beach. With only 32 ocean-view villas, each featuring its own outdoor terrace and private pool, Raffles Bali stands as one of the finest resorts in Bali, showcasing mesmerizing sunsets, lush tropical gardens, and exquisite dining experiences. Guests can indulge in our signature Bali Sling at the iconic Writers Bar, enjoy a romantic dinner in The Secret Cave and Purnama Honeymoon Bale, or

rejuvenate at The Sanctuary, a hillside treatment suite, or at Raffles Spa. Our Raffles Wellbeing Butlers can arrange a variety of bespoke treatments, cultural immersions, and personalized activities, to provide the ultimate experience on the Island of the Gods.

Job Description

Areas of Responsibility:

  • Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
  • Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
  • Monitor Front Office, and particularly Butler personnel, to ensure LCAH members are known, as well as repeat guests and other VIPs receive special attention and recognition
  • Promote internal Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
  • To set up the target and drive the team to achieve upsell program on Suite, Villa, Transportation
  • Maintain inter-departmental relationships to ensure seamless customer service
  • Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
  • Schedule and regularly conducts routine inspections of areas under his/her control
  • Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
  • Know system recovery procedures
  • Interpret computer reports
  • Compile statistics for front office and provide reports relating to that area on the operation of Suite and Villas
  • Continually check the accuracy of guest in house account
  • Approve upgrades and special amenities
  • Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
  • Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
  • Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
  • Maintain all procedures and adheres to them within the company guidelines; in particular with emphasis on hotel credit policy.
  • In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, Tsunami, etc.
  • Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
  • Works with Talent and Culture on manpower planning and management needs.
  • Works with Housekeeping and Finance in the preparation and monitoring of the Rooms and FO budget and forecast.
  • Maintain good relation with vendor and local community.

Qualifications

Required Skills:

  • Excellent in communication skills when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Hotel.
  • Good formal writing skills
  • Proficient in the use of Microsoft Office and Property Management System
  • Problem solving, reasoning, motivating, organizational and training abilities
  • Strong Leadership skills in managing large teams inclusive of both supervisory and staff level
  • Ability to manage complex relationships with other departments

Qualifications:

Bachelor's degree in Hotel Administration, Business Administration or equivalent

Experience:

  • 3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.
  • Type and level of experience required may vary slightly based on size and complexity of operation

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