Operations Management
Oversee the operation of OPERA PMS, telephone systems, key card systems, and other supporting software.
Manage work shifts, scheduling, and maintain presence in the lobby during peak hours.
Coordinate closely with other departments to ensure guest satisfaction.
Supervise check- in and check- out procedures to ensure accuracy, speed, and compliance with hotel standards.
Ensure the Front Office operates smoothly, efficiently, and delivers the best possible guest experience.
Control room allocation, handle special requests, and monitor daily room status.
Guest Services
Oversee the implementation of guest loyalty programs.
Supervise staff communication, attitude, and appearance to ensure service quality.
Welcome, assist, and handle important guest feedback or complaints.
Monitor and analyze guest reviews (TrustYou, Booking.com, TripAdvisor, etc.) and propose improvement actions.
Ensure proper service standards for VIPs, repeat guests, MICE groups, and other special guests according to 5- star requirements.
Human Resources & Training
Assist the Front Office Manager in recruitment, performance evaluation, and employee recognition or disciplinary actions.
Develop periodic training plans on service skills, complaint handling, upselling, and communication skills.
Conduct on- the- job training, supervise performance, and ensure staff compliance with SOPs.
Administrative Management
Review, update, and implement department procedures, forms, and SOPs.
Approve Duty Manager and Night Audit reports and handle any operational issues arising.
Control operational costs, office supplies, and front office equipment.
Safety & Security
Implement and supervise compliance with safety and security procedures in the Front Office area.
Coordinate in handling incidents, accidents, or emergencies involving guests or staff.
Act as the main liaison between the Front Office and the Emergency Response Team during critical situations.
Ensure staff receive regular training on fire safety (PCCC) and emergency evacuation procedures.
