Front Office Manager/ Trưởng bộ phận Tiền sảnh

The Role
 To oversee the front desk operations of the Hotel and the concierge operations.
 To interact with Housekeeping, Engineering guest receives high level of service
 To be entrepreneurial and to think beyond the boundaries is expected and not requested
 To take the time to get to know the guests and to be committed to service excellence
 Have the responsibility to ensure the safety and health at work and follow the Accor policy.
 To provide service that is sincere, warm and enthusiastic, ensuring the guests’ satisfaction
Key Deliverables and Responsibilities
Planning & Organizing:
Conduct interviews for candidates in the department in conjunction with Human Resources and prepare job descriptions
Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction
Adhere to the hotel selling strategy by ensuring the use of correct rates.
To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities
To ensure a consistently high standard of grooming is followed and by self and team
Maintain a consistent focus on improving the overall flow front office operations, seeking ways to maximize and improve the operation through productivity management and energy savings programs
Ensure daily shift handovers are conducted in a professional and constructive manner.
Have full knowledge of all products and services provided by the property and in the local area
Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.
Spot check registration cards to ensure accuracy of data is collected as per Municipality and property standards.
Review daily reports to ensure system is being maintained as per company policies and procedures.
Train and develop the front office team in the departmental operating standards
Actively participate in guest events when requested.
Ensure all non- guaranteed reservations are released at the appointed time.
Ensure closure of any pending revenue (pay masters) in a timely manner adhering to finance policies and procedures
To lead daily concierge and front office briefings and monthly employee meetings
Coordinating purchasing for the front office departments with the finance team as per the hotel procedures
Ensure all daily system closing procedures and reports are being completed as per company standards.
Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the hotel which will assist in maximization of revenue.
Adhere to company credit policies to ensure all expected revenues are secured
Plan and coordinate all move in and move out activity with and relevant departments
Spot check passport scans to ensure accuracy as per Dubai Municipality requirements for transfers.
Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.
Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Human Resources
Regularly spot check duty shift checklists to ensure tasks are completed.
Foster a winning, solution- oriented work environment, motivating and engaging employees to continuously deliver the best possible service and to provide feedback and suggestions
Administration:
To work closely with the Finance department to produce monthly financial reports timely & accurately
Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.
Oversee the implementation of a training plan for all front office and concierge team members
To review the employee schedule and annual leave plan to ensure the correct allocation of resources in order to improve guest satisfaction level as well as employee productivity and satisfaction

Solid understanding of hotel systems, reservations, and revenue- focused front office operations.
Professional appearance, proactive mindset, and commitment to maintaining brand standards and guest satisfaction.
Minimum 5 years’ experience in Front Office leadership within a 5 star hotel.
Strong people management skills with the ability to coach, motivate, and develop teams.
Proven capability in guest relations, service excellence, and problem resolution.
Excellent communication and cross- department coordination skills.
Strong budgeting, scheduling, and administrative competency.

Develop your talent through Accor’s learning programs.
Shuttle bus for candidates in Nha Trang and fuel allowance for those in Cam Ranh and Cam Lam.
Opportunity to grow within your property and across the world.
Offer accommodation and meals for candidates from other provinces.
Competitive salary and service charge based on experience and ability.
Employee benefit card offering discounted rates at Accor hotels worldwide.
Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.
Top- tier service charge and 100% salary during the probation period.
7 insurance coverage from the first day of probation.
Full benefits under labor laws.

Cập nhật gần nhất lúc: 2025-11-25 15:05:02