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Job summary:     

Provides supportive functional assistance to all departments; interact with guests within the limits of established hotel and local policies and procedures.  Coordinates with all departments in the hotel

Essential duties and responsibilities – (Key activities)

To assist and support the Front Office Manager in the seamless running of the department in the most efficient and effective manner delivering the highest possible standards of service, whilst being pro-active in maintaining and/or improving turnover and profitability.

Administration        

• Assists in planning for future staffing needs

• Perform daily night audit procedures, ensuring all transactions are accurately posted and balanced.

• Verify room rates, packages, discounts, and allowances.

• Balance cashier reports, revenues, and departmental postings.

• Prepare and distribute daily financial and operational reports.

• Ensure proper closure of the PMS and POS systems

• Assists in maintaining a comprehensive, current and guest focused set of departmental; standards and procedures and oversees their implementation

• Works with Front Office Manager to ensure training needs analysis of Front Office team member is carried out and training programs are designed and implemented to meet needs

• Provide input for probation and formal performance appraisal discussions in line with company guidelines

• Coaches, counsels and disciplines team member, providing constructive feedback to enhance performance

• Develop and implement SOPs to increase and maintain high standards 

• Provide detailed and accurate information to guests and other departments on a wide variety of services and facilities both within and outside the establishment

• Ensure mail and messages are distributed without delay after receipt

• Ensure luggage is correctly stored, labelled, and recorded in luggage control book

• Ensure the driveway is kept clear of vehicles 

• Ensure prompt and safe hotel car service

• Oversee activity in main lobby and assist the Front Office team whenever possible

• Assist in keeping lobby clean and tidy 

• Brief staff on all group arrivals and departures, itineraries, name of group, number of rooms and name of tour guide and current house availability

• Take part in the preparation and planning of department goals and objectives

• Set up systems to capture guest feedback and present to Management on a regular basis

• Assist with the development of new products and services

• Assess work operation and prepare plans to implement change when required

• Determine and plan for future staffing needs

• Recruit associates together with Front Office Manager 

• Prepare staff rosters to meet business demands

• Facilitate multiskilling

• Maintain up-to-date staff records

• Manage staff training and development 

• Implement staff performance appraisals

• Provide on-going advice and support to staff under your supervision

• Manage the delivery of high quality service to guests

• Ensure guest needs and reasonable requests are met

• Seek opportunities to continually improve guest service

• Take appropriate action to resolve guest complaints

Identify VIPs, regulars and long staying guests and build rapport to offer personalized service and assistance

Promote the hotel and Rosewood products and services

Guest Satisfaction

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival to departure

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations

• Provides functional assistance and direction to all departments

• Cooperates, coordinates and communicates with other hotel departments as required

• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

• Monitor Front Office team to ensure repeat guests and other VIP’s receive special recognition and service

Inspect all VIP rooms prior to arrival

• Greet VIP guests personally in the absence of the Front Office Manager 

• Responds to guest needs and resolves related problems

• Supervises and directs the team 

• Prepares efficient work schedule for Front Office team members, arranging holidays and vacation, taking into consideration project occupancy and forecasts. 

• When on Overnight Shift, proceeds Night Audit, prepares and save/send all necessary reports as requested, checks and search arrivals’ profile and input in Opera, prepares House News for all departments.

• Inspects front of house and back of house regularly for cleanliness

• Monitors appropriate stands of conduct, uniform, hygiene, and appearance of team members

• Checks and analyses for billing instructions, guest credit, allowances and rate variance.

• Takes action with PMS in emergency situation

• Fully conversant with all hotel emergency procedures

• Ensures full awareness of FL&S procedures

Financial Responsibilities 

• Assists in coordinating the preparation of the departmental annual budget

• Controls and monitors departmental costs on an on-going basis to ensure performance against budget

Occupational Health and Safety Responsibilities 

• Demonstrate awareness of Rosewood policies and procedures and ensure all procedures are conducted safely and within Rosewood guidelines

• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures

• Be familiar with property safety, first aid, fire and emergency procedures and operate equipment safely and sensibly

• Initiate action to correct a hazardous situation and notify supervisors of potential dangers

• Log security incidents and accidents in accordance with hotel requirements

Required Skills 

• Undergraduate degree from an accredited university, college or hotel school.

• Minimum three years’ experience in a similar capacity for a luxury or ultra-luxury hotel

• Good knowledge of all areas of hotel front office operations 

• Opera Cloud experience 

• Effective interpersonal skill

• Excellent oral and written communication, both English and Thai 

• Good supervisory skill, with emphasis on “people management”

• Goal driven personality 

• Positive attitude under pressure

• Training skill

The exquisite, secluded Emerald Bay is an ideal setting for Rosewood Hotels & Resorts to debut its first Asia resort. Rosewood Phuket’s innovative architecture with subtle Thai influences will blend organically and sensitively into the hillside forest landscape while uninterrupted views of the Andaman Sea will be visible from 71 spacious villas and 32 residences. F our restaurants will include a rustic Thai seafood restaurant on the beach, built with recycled teak wood; a casual poolside seafood eatery, a bistro and a terrace bar. They will be complemented by an array of recreational options: Sense spa; four swimming pools; health club with gymnasium; yoga pavilion; sea sports pavilion and tennis court. The Pavilion will be a residential-style space for meetings and functions while a wedding pavilion steps from the beach will host up to 200.