Front Desk & Guest Experience Manager

Filinvest Group; Lapu-Lapu; On-site; PHP 669,600 - 1,227,600; Full time

Job summary

Crimson Resort & Spa Mactan, under Chroma Hospitality, Inc., seeks a Front Office Manager to assist in managing Front Desk operations and ensure guest satisfaction through personalized, courteous, and efficient service while contributing to optimizing room sales.

The role involves communicating policies, discussing improvements, addressing guest feedback, and supervising staff to maintain current rate structures and occupancy targets.

Responsibilities

• Highlights achievements, problems, challenges
• Participates in discussions.
• Emphasizes current policies, new products/services.
• Feeds back customer comments.
• Regularly walks around the lobby to establish rapport with guests.
• Enhances customer service quality to differentiate us from our competitors.
• Acts on guest concerns immediately.
• Encourages front liners to be proactive when it comes to customer needs.
• Meets VIP arrivals.
• Ensures the attainment of occupancy, average transient rate (ATR) and revenue targets so as to achieve maximum room yield.
• Determines and supervises rate structure for daily pick up guests to maintain forecasted average rate.
• Ensures all staff are aware of the current rate structure.
• Ensures that all Airport Representatives are aware daily on the availability of rooms.
• increase in certain segments; implements agreed strategies. Prepares rationale for strategies and submits to the Front Office Manager for approval.
• Projects expenses for the next 3 months.
• Practices good expense management and implements the same in the department.
• Maintains statistics.
• Makes cost projections based on inflation rate, spending power of customers and supplier costs
• Maintains file of equipment needed and obtains quotations for submission to Front Office Manager as per hotel budget process.

Job description

Crimson Resort & Spa Mactan, under Chroma Hospitality, Inc., seeks a Front Office Manager to assist in managing Front Desk operations and ensure guest satisfaction through personalized, courteous, and efficient service while contributing to optimizing room sales.

The role involves communicating policies, discussing improvements, addressing guest feedback, and supervising staff to maintain current rate structures and occupancy targets.