Front Office Manager - InterContinental Singapore

YOUR DAY TO DAY 

• Assists in coordinating the preparation of the departmental annual budget. 
• Identifying, monitoring and controlling departmental costs on an ongoing basis to ensure performance against budget and monthly forecast. 
• Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.   
• Make sure all CSA policies are in compliance and preparing a monthly report for the DOR.   
• Assists in planning for future staffing needs and recruiting in line with company guidelines.   
• Prepares and administers detailed on boarding program for new staff. 
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation . 
• Provides input for probation and formal performance appraisal discussions in line with company guidelines.  
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance. 
• Ensure training needs analysis of Front Office staff carried out and training programmes are designed and implemented to increase staff efficiency. 
• Promote and implement a cross training and multi tasking work culture. 
• Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.  
• Create a positive hotel image in every interaction with internal and external customers.  
• Adhere to hotel brand standards and ensure the team are delivering up-to-date service standards 
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 
• Consistently review the hotel performance and ensure the team are delivering recognition to our loyal guests within the IHG Rewards Club and InterContinental Ambassador membership. 
• Conduct routine service audits to identify shortfalls and address them. 
• Initiating and maintaining a analytical approach to evaluate glitches and implementing corrective actions to reduce re-occurrence. 
• Reports directly to and communicates with the Director of Rooms on all pertinent matters affecting guest service and hotel operations.  
• Maintain inter-departmental relationships to ensure seamless customer service. 
• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained. 
• Compile statistics for front office and provide reports relating to that area 
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.  
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information. 
• Communicate to the DOR/GM of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.