Front Office Manager

Company Description

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance, and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market, and rated among the very best in the world.

Job Description

1. Manage and supervise all tasks of staff to ensure guests receive prompt, cordial attention, and personal recognition.
2. Ensure repeat guests and VIPs receive special attention and recognition.
3. Control room availability, room types, accuracy of room count, and rate categories.
4. Maximize occupancy, revenue, and average rate while maintaining high service standards.
5. Liaise with Housekeeping Department to ensure room image is maintained and the 'Room Ready on Arrival' policy is followed.
6. Coordinate with the Executive Housekeeper and Head Butler to meet guest needs, amenities, and room-related requests.
7. Be aware of credit policies and procedures; liaise with the Finance Department to ensure proper credit procedures are followed.
8. Regularly check the front desk area to ensure cleanliness, organization, and availability of materials such as forms, leaflets, and pens.
9. Create and schedule staff shifts to ensure continuous coverage of the front desk area.
10. Recruit, hire, train, coach, supervise, and support office staff including receptionists, call center agents, and security personnel.
11. Ensure staff can deliver accurate and proper customer service promptly.
12. Manage front office operations in accordance with safety and corporate policies.
13. Handle and resolve customer complaints and specific requests.

Qualifications

• Minimum of 3 years experience in a similar role within a Premium or Luxury Hotel Brand.
• Experience leading a team with a focus on engagement and talent development.
• Professional, guest-centric, innovative, flexible, and passionate about guest service.