Front Office Manager (Russian, Chinese or German Speaker)

Job Title: Front Office Manager

Department: Front Office

Reports to: Director of Rooms

Position Level: Manager (DHA)

Position Overview

The Front Office Manager leads and manages the overall operations of the Front Office Department. This individual is responsible for maintaining effective communication between the Front Office and Housekeeping to ensure the timely readiness of guest rooms. As a senior manager, the Front Office Manager provides leadership, vision, and strategic direction in the continuous improvement of operational standards to ensure that the resort delivers a stellar level of service to all guests and achieves long-term financial performance for the department.

The Role

• Provides inspirational leadership, clear vision and direction to colleagues to ensure delivery of the Patina brand, values and vision, to create an amazing experience for our guests and colleagues.
• Reviews upcoming arrivals, flag VIP status of guests, tour operators, and key journalists.
• Communicates with other departments regarding operational issues, and ensures effective communication with F&B in relation to destination dinners and the like.
• Responds to guests' feedback and monthly satisfaction ratings.
• Resolves guests' complaints to satisfaction within the level of authority.
• Ensures resort procedures are followed in relation to no-shows, early departures, and requests for refund.
• Monitors local reservations and ensures correct company reservations and payment procedures are followed.
• Forward plans and forecasts future arrivals, focusing on special requests and guests' requirements, and ensures communication to relevant departments.
• Liaises with Reservations to maximize occupancy and room revenue, and with regards to queries/feedback or any problems encountered at the resort due to Reservations errors.
• Coordinates with Housekeeping and Engineering departments with regards to out-of-order and out-of-service rooms.
• Ensures guest room moves are correctly entered into the Opera PMS and communicated to relevant departments.
• Organizes appropriate arrangements for guest transfers / travel arrangements which have been disrupted by weather and equipment breakdown.
• Monitors receptionist emails / telephone calls to ensure efficient response time, and ensures that Reception and Front Office BOH are kept clean and tidy at all times.
• Participates in and assist with resort familiarization visits by agents, media, and personnel.
• Targets long-stay and VIP guests for special attention.
• Runs operations in a cost-effective manner by avoiding unnecessary waste.
• Closely monitors costs and expenditures to ensure adherence to forecasted budget, and takes action in case of discrepancies.
• Maximizes resort revenue while ensuring that the service provided is aligned with the vision of Patina Maldives.
• Monitors all Front Office cashiering on daily basis and resolves variances prior to cashiering work being forwarded onwards.
• Ensures correct charges are processed for room upgrades, extensions, telephone and minibar.
• Maintains manning and payroll guidelines within budget, completing department rosters and authorizing colleagues' timesheets within company guidelines.
• Assists Human Resources in the selection and recruitment of Front Office colleagues.
• Attends trainings and meetings when required, and ensures Front Office colleagues attend and complete required trainings.
• Effectively trains and guides the Front Office team in all aspects of Front Office, creating training & development plans and organizing coaching sessions as needed.
• Assists with orientation and on-the-job training of new colleagues.
• Maintains high level of team spirit by developing excellent relationships with the team and colleagues from other departments.
• Empowers colleagues to provide better customer service.
• Provides regular feedback to colleagues on their performance, and conducts performance appraisals of immediate subordinates in accordance with Human Resources policies.
• Conducts regular briefings with colleagues to share information and resolve work issues.
• Actively participates in Human Resources and Training initiatives.
• Maintains excellent grooming and hygiene, and ensures all standards are met by the team.
• Ensures that the roster is posted in advance, managing days off and leaves of the Front Office colleagues, and ensures timesheets accurately reflect monthly rosters.
• Ensures team productivity is maximized during low occupancy periods by cross-skilling and cross-exposure to other sections/departments.
• Adheres to the standards of conduct and house rules, fire regulations, and department procedures, as established in the Colleague Handbook and in compliance with legislation.
• Updates and oversees the efficient implementation of all SOPs pertaining to the Front Office department, and ensures its professional execution.
• Takes assigned responsibilities in cases of fire drill, evacuation, and emergencies in accordance with the resort's emergency response policy.
• At all times, keeps updated on product knowledge of the resort and related activities, and communicates the same to all Front Office colleagues on an ongoing basis.
• Signs up to all relevant portals and keeps updated with the brand.
• As part of Patina Maldives Management Team, be present at all arrivals/departures, or have a representative there on your behalf.
• To perform other duties or responsibilities that are reasonable as assigned by your immediate supervisor or manager.

Talent Profile:

• Diploma or Bachelor's degree in Business, preferably in Hospitality Management or equivalent.
• 6-10 years' experience with at least three (3) years' experience in a similar role or capacity in luxury resort/hotel.
• Outgoing personality with excellent interpersonal skills
• Motivator and self-starter, capable of handling multi-faceted projects and of working under pressure.
• Acute attention to details.
• Strong technical and people management skills.
• Understands and respects local cultural, able to adapt to changing environment.
• Personable and pleasant to deal with. Discreet, reliable, diplomatic.
• Positive "can do" attitude and flexible approach manages with humility.
• High degree of integrity. Strong leadership. Nurtures and develops colleagues, encouraging innovation.
• Effective trainer, able to facilitate at all levels
• Comprehensive knowledge of business needs, financial reporting and productivity requirements
• First-hand knowledge of Property Management System (OPERA)
• Proficient in computer skills, particularly in the use of Microsoft Office.
• Excellent command in both written and spoken English.
• Proficiency in additional languages such as Chinese, Russian, or German is highly desirable and will be considered an advantage.