Feel Welcome Feel Valued
Front Desk Manager is responsible and accountable for achieving and maintaining the highest standards of guest service and satisfaction. Responsible for daily operations of the Front Desk.
To ensure all front desk staff and sub-ordinates adhere to the Hotel rules and regulation.
To supervise and delegate duties to all front desk staff within the section and to prepare their work schedules as required.
To responsible for all activities at the front desk.
Obtain briefing from Front Office Manager on problems and situations requiring further attention.
Ensure VIP rooms; reservation with special requests; pre-registered guests and tour group arrivals are all pre-blocked. Front Desk Manager is also to coordinate with Housekeeping to ensure that vacant clean rooms are available before guests’ check-in.
To ensure guest retention program extend to loyalty customer on a consistent basis.
To ensure cash flow at front desk hand over to each shift in accurate amount, any shortage or overage should report to Front Office Manager for immediate action.
Ensure that “shift reports” are printed and “Traces” are followed up accordingly.
Supervises and guides Front Desk Supervisor to ensure that hotel’s policies and procedure are adhered to.
Supervises Front Desk operation and workflow to maximize guests’ satisfaction.
Coordinates meal breaks.
Ensure that high balance rooms in “High Balance Report” are all resolved properly.
Keeps Front Desk work areas neat at all times.
Handles problems and seeks assistance of Duty Manager/ Front Office Manager when necessary.
Maintains all equipment in good working order and trains new employees on equipment utilization.
Is responsible for the inventory and control of stationery and collateral for front desk.
Is totally familiar with all front desk back-up procedures in the event that any front desk equipment malfunctions.
Is thoroughly familiar with all Emergency Procedures as specified by hotel.
Is conversant with front desk procedures, conducts training of new staff when necessary.
熟悉前台的工作程序，向新员工进行相应的培训。Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.
Briefs next shift Supervisor/Captain on outstanding issues requiring further attention.
Assumes other duties as assigned by the Front Office Manager.
Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way.
Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel.
Perform other related duties & special projects as assigned by the supervisor.