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ABOUT OUR DEPARTMENT / TEAM

The Front Office is the one of the many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel. The staff is very visible and handles the transactions between the hotel and its guests.

THE IMPACT OF THIS ROLE

Working together with Front Desk Manager and assistant Front Desk Manager to ensure quality customer service by answering customer questions and complaints, supervised front desk operations and maintained customer satisfaction.

KEY RESPONSIBILITIES

1. Administrative Responsibilities

- Assist and maintain effective communication between the Front Office department and all other departments.

- Represent the Front Office department at all meetings when FDM’s absence.

- Conduct meetings with FO associates and update it to AFDM and FDM.

- Work together with the section manager to improve standard of services, the profitability of the hotel and the general working environment for the associates.

- Assist FDM supervise and administrate all Front Office operations with policies and procedures.

- Ensure the team associates are familiar with and implement accordingly to the fire prevention and all emergency procedures.

- Assist FDM to develop performance standards for operations and drive the service quality of the department.

- Supervise, guide, discipline and evaluate associate performance. Feed back to FDM regularly.

- Ensure the hotel security and emergency policies and procedures are adhered to.

- Establish contacts with local authorities

- Assist/comply occupancy forecasts and statistic as and when required.

- Greet and check-in VIP and Long Stay guests.

- Implement guest recognition programmes and maintain a relevant guest history database.

- Handle all guests and internal customer complaints and inquiry in a courteous and efficient manner, follow through to make sure problems are resolved satisfactorily.

- Maintain positive guest and colleague interactions with good working relationships.

- Personally, and frequently verify that guests are receiving the best possible service during check-in and checkout.

- Ensure that guest history records are accurately maintained, and all repeat guests are pre-registered.

2. Guest Satisfaction

- Ensure the tracking system in place to capture the guest preferences. Delegate the task to duty manager to spot check if there are any duplicated profiles in the PMS and merge it to have all profiles up to date to meet guest request(s) and expectation(s)

- Manage customer feedback effectively, use guest issues and compliments to activate long term improvements in products and services, reply guests and take the immediate action to improve the services

- Open to new initiatives which can enhance the guest experience.

3. Finance

- Assist FDM manage a cost-effective budget with measurable targets for the department within the financial parameters set down by the hotel budget.

- Maximize the room revenue and ensure the success of the room’s upselling program in front office.

- Maximise employee productivity using multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

- Focused attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

- Ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information

- Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system.

- Ensure an efficient and effective use of the resources within the department

- Conduct surprise checks on cashier’s floats and report discrepancies to the Front Office Manager.

- Check and monitor high balance follow-ups and take required discrepancies to the Front Office Manager

- Ensure compliance to the hotel’s policy involving paid out, rebate, discount, cash, credit card or pre-payment.

4. Operations

- Greet as many guests as time permits at the front desk or lobby and assist the Duty Manager, front desk & residence club operations.

- Support FO operation as much as possible when time allows.

- Handle guest complaint and monitor guest history program and data input.

- Review all front office logbook & Trace and provide proper comments to FOM if necessary.

- Facilitate multiskilling within the department

- Take appropriate action to resolve guest dissatisfaction

- Act as Duty Manager/Night Manager when requested by Higher Management team

CRITICAL SKILLS & QUALIFICATIONS

Required Skills –

General Skills

- People person and good motivator

- Excellent interpersonal and communication skills

- Solid leadership and training skills

- Strong problem-solving; analytical and negotiation skills

Technical Skills

- Good knowledge of Opera PMS as well as Microsoft word/Excel/Power point

Language Skills

- Good communication skill in English verbal, listening and writing

Physical Requirements

- Must be able to work in different shifts when required including overnight shift.

Qualifications –

- Hotel Management or Business Degree preferred

Experience –

- Minimum of 3 years managerial experience in hotel front office operations

- Track record in leading hotel with good standards. 

Rosewood Phnom Penh presents an ultra-luxury hospitality experience in the Cambodian capital. The hotel is located on the top 14 floors of Vattanac Capital Tower at the central business district with unobstructed view of the city and the fabled Mekong River from its position within the tallest building in Phnom Penh. The hotel features 175 rooms and suites; five restaurants and lounges including SORA, a sky bar on a cantilevered terrace; Sense, A Rosewood Spa, a 24-hour fitness center, indoor pool, meeting facilities which include The Pavilion residential-style meeting and function space. Designed as a high-end curated mansion, Rosewood Phnom Penh exemplifies the brand’s A Sense of Place® philosophy, blending modernity and tradition, carefully honoring and presenting Cambodian culture in a contemporary, subtle and tasteful manner.