Front Office Manager - Trưởng Bộ phận Lễ tân

1. Department Management:• Responsible for overseeing and coordinating all activities of the Front Office department.• Ensure the check-in and check-out processes are quick, accurate, and professional, delivering the best experience for customers.• Manage and ensure the quality of customer service aligns with 5-star standards, effectively and promptly addressing inquiries, requests, and complaints from customers.2. Front Office Staff Management:• Recruit, train, and develop the front desk team and related departments, ensuring the team thoroughly understands and implements workflows and hotel service standards.• Regularly evaluate staff performance, propose skill development programs, and provide career guidance for employees.• Foster a positive working environment, motivating employees to complete their tasks with high responsibility.3. Revenue and Room Operations Management:• Monitor room sales and reservation management, optimizing occupancy and revenue through effective sales strategies.• Collaborate with other departments such as Sales and Marketing to implement promotional programs, pricing strategies, and improve room revenue.• Analyze revenue performance and occupancy rates, proposing measures to enhance business results.4. Customer Service Management:• Ensure all customer requests and expectations are met promptly, delivering a perfect stay experience.• Develop customer care processes to enhance satisfaction and create a positive impression to encourage repeat visits.• Handle customer complaints and requests professionally, ensuring satisfaction with the service.5. Financial and Budget Management:• Develop and manage the budget for the Front Office department, ensuring cost savings and efficient resource utilization.• Monitor the department's daily expenses and prepare regular financial reports, ensuring transparency and efficiency in financial management.6. Compliance with Regulations and Service Standards:• Ensure all activities of the Front Office department comply with hotel regulations, local laws, and international service standards.• Regularly update and apply the latest service standards to improve the quality of customer service.7. Coordination with Other Departments:• Act as a liaison between the front office and other hotel departments such as F&B, Housekeeping, and Engineering to ensure smooth operations.• Work closely with Sales and Marketing to implement advertising and promotional programs, maximizing revenue.8. Front Office Systems and Technology Management:• Develop or enhance the department's standard operating procedures (SOP).• Manage and oversee the use of hotel management systems and software related to front office operations.• Ensure the effective operation of technology systems to support room management, reservations, and customer service.

• At least 5 years of experience in a similar position, with a preference for candidates who have worked in the hotel industry or equivalent sectors.

• Extensive knowledge of hotel management systems, especially in check-in and check-out processes.

• Proficient in English.

• Skilled in communication, quick in handling situations, and possessing a professional and pleasant appearance.

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