FRONT OFFICE MANAGERCAMP NETANYA RESORT & SPA

Job Summary
A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well informed to deliver our Guests an exceptional experience from check-in through check-out
Primary Duties and Responsibilities:
COMPANY POLICIES AND PROCEDURES
● Employee should follow the corporate policy and operational manual
PROPER GROOMING
● Proper and complete uniforms should be worn at all times, well-ironed uniforms, proper haircut, shoes must be shine, and Identification card and nameplate are a must.
FRONT OFFICE OPERATIONS
● Conducts daily meetings at 9:00 am before starting the shift.
● Responsible for the training of policy and procedures to all Front Office staff
● Knowledgeable in the resort operations
● Must handle sensitive information
● Responsible in auditing the Front Office Department
● Daily update of the G-drive
PROFITABILITY
● Must achieve the target sales set by the management
● Concessionaires must achieve the standards operating procedures
GOALS and IMPROVEMENT
● Responsible for creating department goals and must submit it to the General Manager
● Revise and create Department Process Flow
● Must follow the process flow of the resort
● Must create a daily quota for check- in
● Create a monthly budget for the Front Office Department
● Provide regular training to all staff and addressing their concern to provide solution
● Properly coordination with different department
MARKETING
● Provide latest pictures of Front Office Department
● Responsible for advertising the resort in Social Media
● Must create at least one (1) post every morning and afternoon
HOTEL QUALITY STANDARDS
A. CHECK IN & CHECK OUT AUDIT
● Front Office Manager must create a surprise check in and out audit to check if the FOA are following the standard procedures.
● Front Office Manager must conduct a monthly exam for the Front Office Team
● Responsible of inspecting the Front Office Area
● Be able to audit the cash float of FOA
● Must audit the daily cashier report of the FOA before submitting to the Accounting Department
B. GUEST EXPERIENCE
● Ensure to greet and approach the guest upon arrival
● Responsible to address the guest request
● Coordinate and manage the communication between the FOA and guest
● Must be actively listen and resolve the complaint
● Analyze the hotel feedback and address their concerns
● Must resolve the concerns within 24 hours.
● Promote the hotel amenities, facilities and activities of the resort.
C. RESERVATIONS FUNCTION
● Be able to check the Cloudbeds daily
● Must fill out the DNR Form and submit it to the Building Unit Admin for any room needed to be in a DNR Status.
● Respond to comments and reviews online on OTA's, Website and Social Media
D. MONITORING OF ACCURATE REPORTS
a. Daily Flash reports
b. Utilization of Hotelogix
c. G-drive must be updated
d. Monitoring of the following rooms reports, room assignment, room status
e. Monitoring of Front Office Cashiering
f. Ensure that all purchases are within the budget.
g. Monitoring of daily cash float
h. Accurate process for check in & Check out
E. SUBMISSION OF REPORTS
● Develop and improve PNP'S.
● Develop and implement Front Office policies that would improve the FO process.
● Completion of deliverables, reports, projects and task list.
● Reports must be complete with substantial information and must be submitted on time.
● CAPEX /OPEX for Front Office
● Email maximum 24 hours any incident at site( incident report )
● Achieved minimum operating standards and training set by the BOD
● Flash report must be submitted daily via email
● Accomplishment of goals given by board of director
● Project Initiatives for Front Office improvement
OTHERS
● Undertake other duties and tasks that may be assigned from time to time
Summary of role requirements:
Looking for candidates available to work on weekdays and Saturdays
2-3 years of relevant work experience required for this role
Working rights required for this role