Front Office Manager

LIVE IN STYLE AT PREMIER RESIDENCES PHU QUOC EMERALD BAY

Located at Kem Beach – one of the top 100 most beautiful beaches in the world, Premier Residences Phu Quoc Emerald Bay is the perfect resort for families, couples and groups of friends who are looking for excitement and creativity. The resort is located only 25-minute drive away from Phu Quoc International Airport and 40-minute drive away from the center of Duong Dong Town.

At Premier Residences Phu Quoc Emerald Bay, guests can truly “Live in Style” – from staying at a diverse system of accommodations with 752 youthful and modern-designed units offering expansive view looking over the emerald sea, to immerse into the delightful culinary experiences and lifting spirits with astonishing recreational activities.

Aiming to become the entertainment hub of the Southern region of Phu Quoc, Premier Residences Phu Quoc Emerald Bay offers a variety of colorful recreational activities for guests, helping to bring people closer together. The resort is a perfect blend of modern resort style and unique experiences, leaving a fascinating impression on travelers during their journey to the “pearl island”.

1. Job Summary – (Role Summary)

• This position is responsible for the supervision and management of the overall Front Office operations by ensuring that all sections of Front Office’s service standards delivery is maintained in accordance to the Hotel’s strategic plan and standard.

2. Essential Duties and Responsibilities – (Key Activities of the role)

• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
• Check that all Front Office employees report to work punctually and are well groomed before each of their shift
• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions
• Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
• Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Liaise with Finance Department to ensure that credit procedures are properly carried out
• Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
• Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
• Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
• Handle all guest correspondences and ensure prompt follow-ups
• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

3. Team Management

• Interview, select and recruit Front Office employees
• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Prepare detailed induction programs for new employees
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Prepare payroll and gratuity reports
• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

4. Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/ features.
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel

1. Required Skills

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times

2. Qualifications

• Diploma in Tourism & Hospitality Management
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint

Experience: Minimum 3 years of relevant experience in a similar capacity