FRONT OFFICE MANAGER

Wyndham Hotels & Resorts; Shah Alam; On-site; MYR 78,000 - 112,000; Full time

Job summary

Wyndham Hotels & Resorts in Malaysia seeks an experienced Front Office Manager to lead guest service, optimize revenue, and supervise daily operations in the Front Office and Reservations. You will manage room rates, promotions, and ensure staff are trained to deliver exceptional service to all guests.

The role requires coordinating with Sales, Finance, and IT to maintain system integrity, uphold grooming standards, and execute VIP services for important guests while driving guest satisfaction

Responsibilities

• Ensures thoughtful and attentive guest service with relaxed efficiency.
• Ensures complete responsiveness to the desires of our guests.
• Maintains room rate updates and oversees applicable Sales & Marketing programmes (OPERA system).
• Monitors front office operations to guarantee high standards of service and profitability.
• Trains front office staff to meet established service levels and ensure VIP and special promotions are executed correctly.

Job description

1) Ensures that thoughtful and attentive guest service with relaxed efficiency is offered.

2) Ensures complete responsiveness to the desires of our guests.

3) Ultimate responsibility in driving all guest reviews especially TripAdvisor.

4) Plays an active supporting role in the Guest Experience Committee in driving excellent Guest experience.

5) Ensures that image and grooming standards are reinforced and that associates come to work correctly attired with nametags.

6) Updates associates on room rate changes and all Sales & Marketing programmes.

7) Updates associates on rules and policies governing special promotions and that their production is tracked.

8) Ensures that room rates, which have been updated in the OPERA system, are followed.

9) Ensures that associates understand the business goals of the hotel industry average rate, occupancy and profitability of the division.

10) Reviews the daily room revenue report and monitors rate changes and adjustments.

11) Ensure that all Front Office personnel are trained accordingly and the level of standard is met to the desired level.

12) Ensures that associates promote hotel facilities and services and that all associates have knowledge of menus, promotions etc. in Food & Beverage.

13) Ensures that Rooms profit is maintained through maximization of Yield and control of expenses.

14) Monitors the cleanliness of the front of the hotel, Lobby area, the front desk and back offices.

15) Works closely with the Finance to ensure compliance with accounting procedures and cash handling policies.

16) Maintains the integrity of the computer system and computer hardware in cooperation with the IT Department.

17) Ensures that guests are treated with superior service through check-in and check-out procedures.

18) Ensures that guest’s requests are followed up on and guest history is updated.

19) Resolves and reports all guest problems and complaints at the daily hotel Operations Meeting.

20) Schedules all staffs to maximise service and efficiency of labour costs.

21) Compared on a daily basis the Housekeeping report of rooms cleaned to the Front Office of rooms sold.

22) Ensures that all guest tracking is completed accurately (ie. Geographical, by company and travel agent).

23) Ensures that an excellent profile of preferences is developed for each return guest. Responsibilities include planning, assigning and directing work, addressing complaints and grievances and resolving problems.

24) Assigning room according to guest’s preference and history record. Checking all VIP rooms prior to guest arrival and ensuring VIP amenities set up and all VIP arrivals with limousine request have been arranged accordingly and meet and greet services are provided.

25) To spot check on associates on a daily basis on the following:

• Total arrivals and departures for the day
• VIP in-house and arriving today
• Functions happening for the day
• Occupancy last night and the next 3 days forecast
• Arrivals and departures expected
• Telephone standard and answer time
• Quality of registration cards
• Spot checks on floats

26) Manages the guest experience by ensuring the following is provided:-

• Thoughtful and attentive service with relaxed efficiency
• Complete responsiveness to the desires of our guests
• The quality of hospitality is optimised

B. Reservation

Manages the guest experience by ensuring the following is provided:

1) Thoughtful and attentive service with relaxed efficiency

2) Complete responsiveness to the desires of our guests

3) Supervises day to day operations of the Reservation department

4) Works closely with the Sales department regarding on group

bookings,VIP bookings, establishing new corporate accounts and ensure

cut-off dates are adhered too.

5) Prepares and monitors associates rosters

6) Maintains and/or develops applicable procedures in the Reservations

Department

7) Ensures efficient methods and liaison between shift and department sections to

carry out work procedures

8) Monitors room inventory control overbooking situation.

9) Updates associates on room rate changes and all Sales programmes

10) Updates associates on rules and policies governing special promotions

11) Ensures room rates are updated in Hotel Opera System

12) Tracking of no-shows and cancellations and improvises procedures to rectify

such situations.

13) Up selling of rooms to maximize revenue and yield

14) Periodically checks on associates work, their attendance and grooming

15) Maintain close business relations with travel agencies, corporate representatives

16) Ensures all correspondences are replied within 24 hours

17) Produces periodical rooms forecast and statistical reports in collaboration with

18) Keeps the management updated on rooms inventory.

19) Ensures that associates promote the hotel facilities and services.

20) Monitor the standard Greeting by the associates at all times.

To perform other duties as deemed necessary by the Financial Controller.