Rosewood Hotel Group Trang chủ

ポジション概要

フロントオフィス・マネージャーは、ホテルのフロントデスクを中心に、コンシェルジュ、バレーパーキング、PBX（電話交換業務）を含むフロントオペレーション全体の統括を担います。
 グローバルブランドのサービス基準に基づき、チームをリードしながら、すべてのゲストに一貫して高品質なゲストエクスペリエンスを提供していただきます。

主な業務内容

• フロントオフィス全体の運営・管理
• ブランド基準およびオペレーションスタンダードの遵守・徹底
• フロントオフィスチーム（フロント、コンシェルジュ、PBX、バレー）の指導・育成・マネジメント
• チェックイン／チェックアウト業務の監督およびサービス品質管理
• ゲスト対応、クレーム・トラブルの解決
• VIP対応および特別リクエストの管理
• 客室稼働状況、収益、人件費のモニタリング
• ハウスキーピングおよび他部門との連携・調整
• オーバーブッキング発生時の対応および代替宿泊手配
• PMS等のフロント関連システム管理
• チームのエンゲージメント向上およびサービス改善施策の推進
• その他、フロントオペレーションに付随する業務全般

応募資格

必須条件

• ホテルフロントオペレーションにおけるマネジメント経験（3年以上）
• 日本語および英語でのビジネスレベルのコミュニケーション能力
• グローバルスタンダードのサービスに対する高い理解と実践力

歓迎条件

• 外資系またはラグジュアリーホテルでの勤務経験
• チームマネジメントおよびスタッフ育成の経験
• VIP対応・クレーム対応の実務経験

求める人物像

• ゲストエクスペリエンスを最優先に考えられる方
• 冷静かつ柔軟に判断し、課題解決ができる方
• 多国籍・多文化な環境でチームをリードできる方
• 変化の多い環境でも前向きに取り組める方

勤務条件

雇用形態：正社員
勤務地：当社運営ホテル　沖縄県宮古島市
給与：当社規定による（経験・能力を考慮のうえ決定）
休日・休暇：当社規定による
福利厚生：社会保険完備、昇給・賞与あり（規定による）

OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Front Desk functions, Concierge,Valet Parking, and PBX in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff. Ensures the highest quality of guest service to all guests.

RESPONSIBILITIES:

· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

· Ensure that standards are maintained at a superior level on a daily basis.

· Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.

All room types, numbers, layout, décor, appointments and location.

All room rates, special packages and promotions.

Daily housecount and expected arrivals/departures.

Room availability status for any given day.

Scheduled in-house group activities, locations and times.

All hotel and departmental policies and procedures.

· Meet with Front Desk Assistant Managers to review business status and follow up items.

· Access a function of computer system according to established procedures and standards.

· Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

· Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify and cleanliness/organization deficiencies.

· Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

· Monitor and ensure that Front Desk, PBX, valet and lobby areas are kept clean and organized and manned at all times.

· Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.

· Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

· Review the previous day's occupancy, room revenues and labor hours.

· Be able to prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.

· Ensure that staff reports to work as scheduled. Document any late or absent employees.

· Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.

· Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

· Inspect grooming and attire of staff; rectify any deficiencies.

· Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

· Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.

· Monitor the hotel front entrance and resolve any congested situations.

· Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expeditiously.

· Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

· Assist staff with their job functions to ensure optimum service to guests.

· Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Promote positive guest relations at all times, both internal and external.

· Ensure security of guestroom access.

· Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.

· Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

· Assist staff with expediting problem payments.

· Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and relocate guests, following hotel policies and procedures.

· Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locating for relocate situations.

· Anticipate low occupancy periods and coordinate blocking of rooms with the Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms.

· Review the arrival report for accuracy and completeness.

· Ensure that all VIPs are pre-registered according to standards.

· Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

· Print special request report and block according to specifications.

· Balance room types daily according to departmental procedures.

· Follow up on accounts beyond approved credit limits.

· Review resumes for arriving groups; check-in/pre-registration procedures.

· Coordinate delivery time of amenities with Room Service, ensuring timely delivery.

· Monitor VIP arrivals; greet and escort them to their room.

· Review requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping.

· Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

· Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.

· Ensure all closing duties for staff are completed before staff signs out.

· Conduct ongoing training with existing staff.

· Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.

· Foster and promote a cooperative working climate, maximizing productivity and employee moral.

· Respond to all pages by beeper promptly.

· Prepare and submit daily/weekly payroll records.

· Contact Engineering directly for repairs.

· Document pertinent information in department logbook and guest opportunity log.

· Complete all paperwork and duties in accordance with departmental standards.

· Review status of assignments and any follow-up action with on-coming managers.

· Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.

· Energize up-sell and address retention programs.

· Enhance current guest relations program

· Anticipate and establish future guest programs that enhance service levels and supercede competition’s strategies.

· Address any potential opportunities or concerns with clear directions and action plans.

· Assist in coordinating other hotel department’s efforts when possible.

· Coordinate all initiatives to the appropriate hotel personnel.

· All other duties as required.

QUALIFICATIONS:

· Experience: Minimum three years’ experience as a Front Operations Manager preferably in a luxury or ultra-luxury hotel.

· Education: High school diploma; college graduate preferred.

· General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

· Technical Skills: Ability to provide legible communication and demonstrate strong verbal communication skills; ability to accurately compute mathematical calculations; familiarity with yield management and cost controls; ability to enforce hotel's standards, policies and procedures with Front Office staff; ability to prioritize and organize work assignments; delegate work; ability to direct performance of staff and follow up with corrections where needed; ability to motivate staffs and maintains a cohesive team; ability to ascertain departmental training needs and provide such training; ability to be a clear thinker analyzes and resolves problems exercising good judgment; ability to focus attention to details; ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without direct supervision.

· Language: Required to speak, read and write both Japanese and English.

· Physical Requirements: Must be able to exert physical effort in transporting goods, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

· Licenses & Certifications: None required.

The resort’s 55 villa accommodations will feature private pools, landscaped gardens and unobstructed sea views. Conceived by Netherlands-based Studio Piet Boon, the architecture and interiors are seamlessly designed to immerse guests in the natural surroundings and express harmony with the island through the extensive use of local materials. Mitsubishi Jisho Sekkei Inc. is providing local architectural expertise and support in realizing the design vision. Four restaurants and bars will include relaxed beachfront concepts showcasing fresh seafood, prized island-raised beef, locally distilled spirits and craft beer. With a stunning seascape as a backdrop, the resort’s indoor and outdoor event venues will host unforgettable destination weddings and private celebrations. On-site recreation will include a standalone Rosewood Explorer’s Club, Rosewood’s program for younger guests designed to inspire creativity and imagination, encourage adventure, discovery and social responsibility through unique experiences attuned to the destination. Asaya, Rosewood’s pioneering integrated wellness concept, will offer treatment rooms set amid private gardens, indoor and outdoor hydrotherapy facilities and a menu of programs and services influenced by local healing traditions. Beyond the resort, guests will discover an abundance of vividly picturesque sites, from the majestic natural stone arch of nearby Sunayama beach to the perfectly poised lighthouse at Higashi-Hennazaki Cape (a nationally designated “Place of Scenic Beauty”) and the seven-kilometer stretch of Yonaha Maehama, regularly ranked as Japan’s best beach and renowned for its cinematic sunsets. Even a brief sojourn will reveal distinctive customs, culture, dialects, cuisine and crafts as well as the beguiling ways of the Okinawan uchinanchu (“sea people”) who inhabit the island.