Manager, Front Office

Job Description

Customer Satisfaction 
•  Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
•  Overseeing the operations responsible and handling guest complain with immediately action and efficiency services has successful working in the team environment as well as independently. 
•  Responsible for Customer Satisfaction (Guest Feedback, Social Media Review, OTA review). 
•  Develops high quality relationships with guests throughout their stay. 
•  Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
People & Task Management 
•  To assist the human resource function in ensuring staff selection, training, counseling and recognition programs are adhered to & in order to maximize performance standards and guest service standards in order to maximize guest satisfaction. 
•  Responsible for promoting and channeling business OTA corporations.
•  Actively involved in Sales & Marketing strategic development to help business. 
•  Preparing daily, weekly and monthly forecasts and reports and review by Hotel Manager. 
•  Showing Initiative, Problem Solving, Staff Training, Team Leading.
•  Manages Front Office’s roster in each month 
•  Manages and motivates the Front Office team in order to provide a high standard of service for customers. 
•  Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees. 
•  Ensure team members have current knowledge of hotel products, services, facilities, pricing and policies and knowledge of the local area and events.
•  Review daily front office work and activity reports generated by Night Audit.
•  Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
•  Ensure implementation of all hotel policies and rules. 
•  Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
•  Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
•  Prepare Room revenue and occupancy forecast take action on rate strategies.
•  Conducts regularly scheduled meetings of front office personnel.
Financial Management 
•  Responsible for preparing all relevant management reports and analysis related to revenues, Room Nights, Occupancy Percentage, Average Room Rates etc., for review by the Hotel Manager. 
•  Overseeing Financial Performance (Up selling, Room Revenue, Operation Auditing, Collection).
•  Responsible for preparing necessary requirement for annual room budget related to the corporate and group segments.
•  Responsible for clear commission Agent, Personal guide, Booking.com, Agoda, Expedia etc.,
•  Ensures that the pricing policy and internal audit procedures are duly applied. 
•  Supervises the management of debtors, group and individual guest invoicing and cash operations. 
•  Monitor high balance guest and take appropriate action.
•  Perform other related duties as assigned.

Job Requirement 

•  Bachelor’s Degree or equivalent education required
•  At least 5 years of progressive experience in a large scale of hotel operations as Front Office Management
•  Have a good knowledge of systems and standard operating procedures of Front Office.
•  Strong business acumen in Hotel and Hospitality
•  Strong presentation, written communication, and report-writing skills in
English and Khmer
•  Strong supervisory and people management skills
•  Strong communication skills both in Khmer and English
•  Strong interpersonal skills
•  Strong analytical and logical thinking skills
•  Strong attention to details
•  Ability to work under pressure
•  Work on weekends and on a flexible schedule

What we offer:

We offer attractive remuneration and fringe benefits including  seniority pay, bonus, and insurance, etc. with excellent career development opportunities to the right candidates. 

How to apply: 

Click on “Apply” button in this page. If it is your first time applying in our career portal, you will need to “Create an account” with us first in order to apply. (Download our Quick Reference Guide - How to Apply at Chip Mong Career Page)
Don’t forget to fill in the details in “My Candidate Profile” and upload your CV or send to telegram: 067 666 932