Ref: OP226-08 Position Summary
In accordance with the policies, procedures and standards of MCE Leisure (Philippines) Corporation, the Manager, Front Office is responsible for the overall operation of the Reception and Front Services. This position is accountable for planning, coordinating and managing staff and services to ensure the operation runs efficiently and effectively and customer service standards are maintained at all times. This role will encompass the formulation and implementation of operating procedures and standards, the management and development of team members, and liaison with Management.
Primary Responsibilities:
- Ensure proper budgeting and maximize hotel revenue by ensuring hotel yield management strategies are adhered to and in accordance with hotel business plan objectives
- Ensure Front Office staff are competent in and effectively use up-selling techniques to maximize revenue
- Efficiently resolve any issues raised by any guest to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised with the guest and exceptional customer service is provided at all times
- Liaise with other key departments across the Hotel and delegate tasks as required to ensure the entire front line meet operational requirements. Identify areas to improve communication and the smooth flow of information between departments
- Manage, coach and develop all employees within the department to ensure competence, performance and succession objectives are met. This includes conducting performance reviews on all staff and counseling sessions, as required
- Manage departmental and individual absenteeism and turnover levels to meet targets
- Monitor the training and development needs of staff and develop and organize appropriate training to ensure competency standards are maintained
- Ensure the database is appropriately managed and updated, ensuring guest history records (i.e., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the system
- Ensure periodic data and guest profiles update and clean up. Maintain data integrity.
- Continually look to improve and develop departmental procedures in order to increase efficiency and productivity and improve service to guests
- Plan, roster and manage labour requirements for the department
- Monitor and control expenditure including payroll within the department to achieve budget goals
- Monitor and conduct periodic operating equipment supplies and equipment inventory
- Conduct periodic spot check on staff activities including, but not limited to, cash bank, petty cash and paid outs
- Reduce revenue losses by ensuring credit policies are adhered to by the department and by implementing and observing accurate cashier standards
- Maintain current product knowledge of events and facilities to ensure guests receive accurate, timely information and advice
- Adhere to and exhibit pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity and diversity is fostered
- Through leadership and supervision, encourage behaviours that promote health and safety responsibility, accountability and awareness
- Through consultation and involvement of employees, promote an environment where workplace hazards are minimised and the health and safety of employees is valued
- Oversee proper operation of various sections of the department especially those servicing VIP guests
- To work and coordinate well with Transportation to ensure proper arrival and departure arrangements
- Resolve guest complaints effectively and maintain/upgrade property safety and security
- Maintain high level of overall guests satisfaction in all areas and achieve high quality guest service standards in accordance to established Hotel’s Service Standards
- Maintain consistent and effective communication to all departmental managers and staff
- Ensure close communication and relationship with VIP guests to ensure guest’s stay experience is positive
- Good control of P&L and budget of the departments
- Provide proper training and guidelines and conduct periodic check on the service quality rendered by Team members including front desk and front services
- Produce and provide pertinent front operations reports, statistics and analysis
- Maintain close ties and relationships with all supporting departments and services
- Adhere to all Company policies and procedures
- Report accidents, injuries, unsafe work conditions and/or security issues to the Management
- Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
- Perform other reasonable job duties as assigned by management from time to time
Experience
- 5 – 7 years working experience in the Front Office Manager role or equivalent in a 5 star hotel
Education
- Degree holder in hospitality field or equivalent professional training
Skills/Competencies
- Understanding of Hotel Property Management System (preferably Opera)
- Proficient in software packages including Word, Excel, Outlook
- Leadership skills and staff motivation, strong in finance and budgeting
- Extrovert, proactive, responsible, alert and agile, pleasant personality, efficient and tactful
- Energetic and positive
- Good command in both written and spoken English
- Consistently well-groomed
- Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
- Able to work on overtime when needed
Melco Crown (Philippines) Resorts Corporation (PSE: MCP) is a subsidiary of Melco Crown Entertainment Limited (SEHK: 6883; NASDAQ: MPEL), a developer and owner of casino gaming and entertainment casino resort facilities in Asia.
Melco Crown Philippines is currently developing City of Dreams Manila, an integrated resort in Manila, which is expected to open in 2014 and have six hotel towers, including an approximately 260-room Crown Towers hotel, the 321-room trendsetting Nobu Hotel Manila and other hotel with VIP and five-star luxury rooms, numerous specialty restaurants and bars, gaming facilities, a multi-level car park, as well as three separate entertainment venues, including Manila’s first branded Family Entertainment Center, a live performance central lounge inside the casino and a night club situated at the Fortune Egg – a unique domelike structure expected to become an iconic landmark in this part of town. |