Front Office Manager | Pan Pacific Sonargaon

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Responsibilities & Context

Front Office Manager shall be the responsible for overall Front Office operations of the Front Office Department of the Hotel. The incumbent has to perform the following duties but not limited to, as follows:

  • Manage & Monitor activities of all Associates in the Front Office Department as per the standard of service excellence, policies & procedures, training etc. where needed.
  • Handle and resolve all guest queries, complaints, problem and special request and any other issues that may arise as and when required basis in an efficient manner and to establish an amicable relationship with all clients, customers and guests of the Hotel.
  • Inform all Front Office Associates regarding daily activities, group & VIP Arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly.
  • Set Front Office Budget, monitor profit & loss and cash handling throughout the year. Supervise upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the Hotel.
  • Provide & arrange proper training for the Associates of Front Office Department and ensure that all personnel are kept well informed of Department objectives, policy, procedures & Code of Business Conduct.
  • Make a Liaison with Engineering and Housekeeping Department regarding Maintenance work at guest room/preventive maintenance etc. to get it done for arrival guest.
  • Liaison with Sales & Reservation Team for the arrival & Departed guests flow.
  • Must have the personality and administrative capability to run the most vibrant & accountable Department of the Hotel.
  • Perform any other lawful assignment given by the General Manager on emergency requirement basis.

Requirements

Education: Minimum graduate from a recognized local/foreign university. MBA/Masters in Business will get preference.

Experience: 8 to 10 years

Additional Requirements

  • Minimum 8-10 years of experience in the Front Office Department in a leading role.
  • Ability to handle and resolve all guest queries, complaints, problem, disturbances, and special request and any other issues that may arise as and when required basis in an efficient manner and to establish an amicable relationship with all clients, customers and guests of the Hotel.
  • Ability to manage & Monitor activities of all Associates in the Front Office Department such as standard of service excellence, policies & procedures, training and correcting where needed.
  • Ability to implement and maintain PPSD Front Office & other relevant policy.
  • Maximum 45 (forty-five) years of age as of last date of submitting the application.
  • Age and Experience limit may be relaxed for deserving candidates as per the discretion of the Management.

Other Requirements

  • Strong Leadership skills & administrative capabilities are required to run the Department smoothly.
  • Presentable personality, well groomed, courteous and excellent inter-personal relationship skills.
  • Command of the English language both written and verbal.
  • Other language proficiency will be counted as an added advantage.
  • Proficiency in Microsoft Word, Excel, and property management systems.
  • Should have a “Can Do Attitude”.
  • Ready to work extra hours irrespective of Duty schedule based on emergency situations.