Front Office Manager

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Responsible for the management of all aspects of the Front Office, Concierge, Logistic, Guests Experiences Services functions, in accordance with hotel standards.  Directs, implements and maintains a service and leadership philosophy, which serves as a guide to respective heartist.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Basic knowledge of surrounding area.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all heartist is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with heartist guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.
• Ensure that heartist reports to work as scheduled.  Document any late or absent employees.
• Coordinate breaks for heartist.
• Assign work duties to heartist.
• Conduct pre-shift meeting with heartist and review all information pertinent to the day's business.
• Inspect grooming and attire of heartist; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor heartist performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor the heartist' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist heartist with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with heartist to ensure guest satisfaction.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Maintains cleanliness and tidiness of the Lobby
• Ensures the lobby is free from loud noise or kids running around
• To ensure the lobby is like a museum
• The Bellman and Concierge team looks impressive with magnificent grooming standards
• The Welcomers and Guests Experience Agents are exceptionally well groomed and with high level of confidence

About You:

Experience & Background:

• Minimum 5 years of front office experience in 4 - 5 star hotels.

• Minimum 3 years in a leadership or supervisor role.

• Previous experience with high occupancy, fast check-in/out cycles, business and leisure travelers.

Skills & Personality:

• A natural leader with presence and poise.

• Confident with hotel PMS systems (Opera preferred).

• Excellent communicator - written, verbal, and digital.

• Calm under pressure, solutions-oriented, and guest-obsessed.

• Tech-savvy and process-driven, with a love for clean systems and smooth operations.

Pullman Ninh Binh a 283 rooms hotel and located in the heart of Ninh Binh city. Great working environment and be part of pre-opening team.