Primary Responsibilities
Business Performance
- Prepare and analyze monthly P&L and month-end reports, identify deviation from business plan goals
- Work with the Finance in the preparation and management of the departmentâs budget and financial forecasts
- Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department
- Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals
Front Office Operation
- Tour hotel daily, audit team membersâ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed
- Conduct line-ups, review all information pertinent to the dayâs business
- Conduct weekly meetings with divisional managers and review all information pertinent to the weekâs business
- Review departmental/divisional profits, payroll expenses, roomsâ expenses, cost per occupied room, previous dayâs occupancy and room revenues
- Analyze market trends and review clientele to work on upsell opportunity to increase the hotelâs revenue
- Monitor and handle guest complaints in an expedient and effective manner
- Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures
- Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
- Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.
Team Management
- Plan for future staffing needs
- Interview, select and recruit direct reports
- Identify and develop team members with potential. Mentor and train appropriate employees for upward growth
- Conduct performance review with the team
- Constantly monitor team membersâ appearance, attitude and degree of professionalism
- Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
- Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
- Prepare payroll and gratuity reports
- Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication
Other Responsibilities
- Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
- Be well versed in hotel fire & life safety/emergency procedures
- Attend all briefings, meetings and trainings as assigned by management
- Report for duty on time wearing clean and complete uniform at all times
- Maintain a high standard of personal appearance and hygiene at all times
- Perform other reasonable duties assigned by the Management of the Hotel
Main Complexity/Critical issues in the Job
Maintain highest standards and quality of services in the overall Front Office operation to meet and exceed budgeted revenue targets and guestsâ expectation/VOG target.