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ASTON Malang Hotel & Conference Center-Front Office Manager (HOD)

Archipelago InternationalMalang, East Java, Indonesia

30+ days ago

Job type

Quick Apply

Job description

Ready to take on a challenging and rewarding role in Front Office? Join our team and make a difference in the hospitality industry!

Job Requirements :

Ready to be placed at ASTON Malang Hotel & Conference Center, East Java .
Min. Education Bachelor Degree.
Min 2 years of experience in a similar role.
Have Experience working in the hotel Industry is a plus.
Demonstrated ability to lead and inspire teams, foster a positive work environment, and drive the Front Office team.
Experience in handling Front Office activities in a Hotel

Job Descriptions : Administration

To oversee and assist in the preparation and update of the Front Office Departmental Operations Manual.

To conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

To represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.

Customer Service

To ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.

To ensure that Front Office employees also provide excellent service to internal customers as appropriate.

To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.

To ensure that all Front Office employees are aware of current promotions, policies and other important information.

To ensure that all Front Office employees are familiar with the hotels products and services.

To implement consistent guest recognition programmes and maintain a relevant guest history database.

To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

To ensure that guest history records are accurately maintained and all repeat guests are pre-registered.

Financial

To maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

To ensure that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.

To maximise rooms sales and revenues for the hotel through appropriate yield management, up selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.

To assist in monthly reforecast, as appropriate.

To assist in the preparation of the Annual Business Plan.

To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Marketing

To assist in weekly yield and revenue management meetings, as necessary.

To assist in the preparation, utilisation and update of an annual Marketing Plan.

Operational

To monitor Rooms standards in general, working through the respective Head of Department to take corrective action where necessary.

To conduct frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager and other Assistant Managers - Front Office.

To ensure the strict control of room keys.

To assist in securing external guest accommodation in overbooking situations.

To ensure that public areas are clean and up to standard.

To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.

To ensure that all V.I.P. and long stay guests are met on arrival by an Assistant Manager.

To work closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.

To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

To make sure that Front Office employees work in a supportive and flexible manner with other departments, in a spirit of We work through Teams.

To ensure that all guest details are entered correctly in accordance with the principles of clean data.

To be aware of new market trends and service(s) offered by competitor hotels and the industry in general, to be one step ahead where appropriate.

Other Duties

To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.

To respond to changes in the Rooms function as dictated by the industry, company and hotel.

To read the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

To attend training sessions and meetings as and when required.

To carry out any other reasonable duties and responsibilities as assigned.

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Aston Hotel Conference • Malang, East Java, Indonesia

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