Dusit Thani Bangkok

Front Office Manager

May 4, 2024
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Job Description

PRIMARY RESPONSIBILITIES

• Maximizes occupancy and average rate at all time.
• Closely coordinates room availability with the Director of Sales.
• Maintains a good relationship with travel agents and tour operators.
• Coordinates with in-house Engineering and Housekeeping to ensure that there is a maximum number of rooms available for sales at a given time.
• Answers inquiries pertaining to hotel policies and services.
• Handles guest complaints professionally.
• Arranges for special services.
• Ensures high standards of service at all time.
• Maintains good relationship with guests and staff.
• Reviews arrival lists and pre-set the VIP guests with GM and EAM.
• Makes decisions regarding over-booking based on the hotel policies and standards in consultation with EAM.
• Participates in yearly forecasting and budgeting with senior management.
• Observes and analyzes competitive hotels.
• Prepares reports as required.
• Supports and determines training programs and prepares an annual training plan. Works with Training Manager to have an active ongoing training plan in progress.
• Works with Reservations to assist the control of opened and closed dates, availability and condition of rooms and suites, and guest arrival patterns.
• Analyzes revenue and expenses results monthly.
• Assists in recruiting and selecting staff.
• Reports to the senior management regarding to unusual events (revenue, occupancy and guest complaints).
• Ensures daily manager log-book is maintained.
• Reviews VIP and arrival lists.
• Monitors credit policies and audits daily credit report on guest rooms where needed.
• Holds monthly, staff meetings with minutes taken and submitted to concerned persons.
• Develops employee recognition programs for his/her operating areas.
• Complies with company policies and standards.
• Ensures a high quality of secretarial service at the Business Center.
• To be familiar with emergency procedures of the hotel.
• Performs other duties as assigned by supervisor.
• Interacting with clients, guests, and VIPs in the lobby. Making sure guests’ are satisfied with the hotel services and provide immediate resolutions or assistances.

ADMINISTRATIVE RESPONSIBILITIES

• Acknowledges and screens daily work schedule.
• Conducts daily briefing and de-briefing to heads of concerned sections.
• Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business.
• Establishes two-way communication with related departments.
• Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
• Manages time effectively by meeting deadlines on time.
• Administers personnel action on leaves & overtime requests, disciplinary actions and commendation.
• Completes the profit and capital expenditure budget effectively and timely.
• Identifies and solves problems in a professional manner.

TECHNICAL RESPONSIBILITIES

• Knows and understands the job description of all positions in his/her department and beware of others.
• Knows and understands policies relating to his/her department and others.
• Recognizes good quality products and presentation.
• Checks and improves all service standards established by the company.
• Supervises staff activities to maximize revenue and minimize costs.
• Provides assistance to the staff when required during peak periods.
• Maintains grooming standards for all personnel.
• Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency.
• Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources.

COMMERCIAL RESPONSIBILITIES

• Communicates effectively with guest, clients, business partners and employees.
• To be a good sales person to promote hotel’s image and businesses.
• Participates community projects or activities in order to promote the hotel’s image and cooperation to improve community relationship.

HUMAN RESOURCES RESPONSIBILITIES

• Coaches and counsels all staff when applicable.
• Evaluate objectively the performance of staff in his/her responsibilities.
• Provides training to all staff in his/her department regularly.
• Motivates staff to grow within the company.
• Develops him/herself to be better manager at all times.

RELATIONSHIP

• Reports to Director of Rooms and works closely other department heads to ensure maximum guests satisfaction is delivered.
• Directs and supervises activities of the departments concurred
• Coordinates with other managers to ensure smooth operations and all activities of the hotel.
• Interacts with clients, guests, government officials, supplies, and other important
• Individual in the community in promoting the hotel.
• To be able to communicate with guests effectively and efficiently.

OTHERS

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

ACCOUNTABILITIES

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

COMPANY’S CULTURE

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENTS

• Minimum education of Bachelor degree in Hotel Management or relevant discipline.
• Minimum of 8 years in Front Office experience in a similar capacity preferably in a 5 star class environment.
• Knowledgeable in Front Office Operations.
• Have excellent English communication skills both in written and spoken.
• Possess professional disposition with excellent interpersonal skills.