Front Office Manager (Saudis only)

About the role

Responsibilities

• Responsible for the operations of the Reception, Concierge, PABX, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.
• Key Responsibilities
• - Involvement in budget preparations and responsible for profit & loss.
• - Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
• - Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• - Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
• - Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
• - Conduct interviews with future employees.
• - Identify training needs, develop and manage performance.
• - Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
• - Manage all operational tasks as well as their respective delegation and follow-up.
• - Carry out disciplinary actions in line with company procedures.
• - Re-evaluate work flows to improve and optimise organisation.
• - Implement and evaluate procedures and policies.
• - Ensure clear communication within departments.
• - Verify that all information requested by the local police authorities are adhered to and prepared accurately.
• - Organise regular departmental meetings.
• - Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
• - Conduct daily walk throughs to ensure quality standards.
• - Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
• - Set short term and long term measurable objectives to continually improve service levels.
• - Responsible for maintaining 85% scoring for LQA inspections.
• - Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
• - Manager on Duty weekdays and weekends.
• - Rooms Division responsibility in their absence.
• - Pre-Opening tasks and responsibilities where applicable.
• - Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Skills

• Budgeting
• P&L management
• Revenue management
• Front Office operations
• Staff supervision
• Training and development
• Disciplinary actions
• Performance management
• Labor cost control
• VIP guest services
• Customer complaint handling
• Policy implementation