Front Office Manager

Scope

This position exists to manage and ensure the efficient and effective operation of the property’s Guest Service department, as well as the training and development of staff and implementation of new procedures.  This is also an integral support role to the General Manager.

Functional Duties

Guest Service Operations

·Ensure efficient and smooth Guest Service operations at all times.

·Promote a high level of service that meets and exceeds guest expectations.

·Encourage Guest Service team members to take ownership of issues and use lateral thinking to solve problems.

·Oversee guest recognition programs and guest relations, handling requests and complaints efficiently.

·Conduct daily room checks and monitor site rooms for compliance with Ascott standards.

·Manage the Ascott Host program to ensure guest satisfaction.

Team Management & Communication

·Schedule and minute monthly AGSM meetings.

·Ensure clear, professional communication between Guest Service and other departments, fostering teamwork.

·Lead by example, motivating staff to maintain high morale and reduce turnover.

·Implement and oversee on-the-job training and development programs for Guest Service staff.

·Manage staff leave, rosters (minimum 3 weeks in advance), and ensure adherence to award conditions.

Compliance & Standards

·Ensure compliance with Ascott Policies, Processes & Procedures (PPP), audit requirements, and security procedures.

·Maintain knowledge of fire and emergency procedures and ensure staff are aware of safety protocols.

·Monitor and respond to guest feedback within 7 days, and ensure the Service Recovery log is updated.

·Conduct daily Grooming Audits and ensure all staff adhere to standards.

Financial & Performance Management

·Be aware of budget and forecast requirements for occupancy and daily rates.

·Assist in achieving financial and performance targets for revenue and expenditure.

·Ensure third-party websites are updated regularly for maximum room revenue and occupancy.

·Monitor guest feedback, follow up, and take action to ensure continuous improvement.

Quality Assurance & Data Management

·Manage Data Quality Assurance to ensure registration card accuracy.

·Oversee cashiering procedures for security and control.

·Ensure all aspects of Guest Service are audit-compliant in consultation with the Control Assurance Executive.

Authority

·The Guest Service Manager should feel confident in making decisions relating to the needs of our guests. For the empowerment of all Ascott employees it is essential that all staff are proactive within the scope of their responsibilities.

·Issues relating to staffing, guest complaints and account adjustments should be passed onto the RM. The Guest Service Manager should feel confident in the knowledge that decision-making within the realms of their job description will be given the full support of management.

Internal/External Relations & Communication

·Provide informative and accurate information to contacts in a positive, personal and friendly manner.

·Assist where possible in ensuring customer expectations are being met and client’s needs are satisfied.

·Ensure a friendly and informative telephone and face-to-face manner to quickly build rapport with contacts and existing clientele.

Employee Engagement & Experience

·Facilitate and champion The Ascott Limited’s Goals, Behaviours and Philosophies.

·Ensure compliance with all Employee Engagement & Experience Policies and Procedures.

·Maintain a well-groomed and pleasant appearance, complying with Grooming Standards.

·Attend training and staff meetings as required.

·Submit timesheet, PAF’s & supporting documentation on time for processing with appropriate signatures of approval.

Responsibilities

·Ensure all corporate equipment and assets are used correctly, effectively and well looked after, reporting any issues to your manager.

·Compliance with CapitaLand’s Environmental Health & Safety Management System (EHSMS) and continuing to follow current practices and procedures for ISO 14001 & OHSAS 18001 certification.

·Adhering to CapitaLand’s Environmental Health & Safety (EHS) Policy:

–  carry out exemplary Environmental, Health and Safety practices to minimize pollution and health and safety risks

–  seek continuous improvement on its environmental, health and safety performance

–  comply with pertinent legislations and other requirements

–  implement the CapitaLand Green Buildings Guidelines and Occupational Health and Safety programmes