Reports to the general manager, assisting in the execution of the top hotel executive’s overall strategy for the property. The Hotel has 38 rooms and two restaurants, I was directly involved in all pre-opening strategic decisions, also actively participated in the strategic planning and ongoing development of the hotel, including revenue forecasting.
Responsible for the overall management of the operations of the hotel. Monitor and maintain operation & overhead cost in order to generate maximum revenue to the organization. Ensure SOP implementation in all departments and check the same during routine operational checks. Lead and support all departments in the achievement of their financial and operational targets via effective organizational development, policy and procedural development, and appropriate colleague training activities Monitor the co-ordination between all departments, Front Office, Housekeeping, Maintenance, F&B and Human resources for smooth & efficient operations. Lead Rooms Division department heads in ensuring the highest levels of guest satisfaction, employee engagement and productivity.

•Oversee the entire Front Office operation to maintain high standards.
•Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
•Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme.
•Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
•Set departmental objectives, work schedules, budgets, policies, and procedures.
•Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
•Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand polices and practices.
•Maintain good communication and working relationships with all hotel departments.
•Monitor staffing levels to meet cover business demands.
•Conduct monthly communication meetings and produce minutes.
•Manage staff performance issues in compliance with company policies and procedures.
•Recruit, manage, train and develop the Front Office team.
•Comply with hotel security, fire regulations and all health and safety legislation.
•Act in accordance with policies and procedures when working with front of house equipment and property management systems OnQ.
•Assist with other departments, as necessary.

Schedules the front office staff and supervises workload during shifts.
Responsible to resolve Guest concerns about experiences at the hotel, responsible to conduct daily pre-shift meetings as well as conducts daily briefing meetings to communicate relevant Guest, Staff or business information in a timely manner.
Develop and transfer knowledge and skills to entry level management leaders and multifunctional frontline team, Model and ensure effective communication and promote positive relationships in order to achieve a successful day-to-day operation. Updates group information.
Maintains, monitors, and prepares group requirements and relays information to appropriate personnel.
Checks cashiers in and out and verifies banks and deposits at the end of each shift, enforces all cash-handling, check-cashing, and credit policies.
Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts and reports.

To provide guidance and leadership as the Asst. Front Office Manager, ensuring the delivery of consistent quality customer service.Assist in the day-to-day operation of the hotel front office.
Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
Assign, coordinate, and supervise work activities of Front Desk Agents.
Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
Prepare and conduct Front Desk meetings and resolve issues.
Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
Provide information and direction to staff to achieve 100% occupancy.
Review and resolve dispute accounts and Housekeeping discrepancies.
Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.
Perform check-in and out procedures.
Take personal responsibility for correcting customer service problems.

Meet and greet arriving guests and bid them farewell as they leave. Reviews the arrival list daily and assist in preparing and distributing welcome amenities.Escort VIPs to their rooms and check them in before their arrival. Attends promptly to customers' inquiries and assist them with their needs. Allow guests to speak first and then provide solutions to their issues or concerns. Logs the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention. Be present in the hotel lobby and maintain proper decorum at all times.Promote all the facilities of the hotel and knowledge about the surrounding areas when asked for directions.
Trace relevant statistics about clientele, assist all departments in being receptive to the needs of guests.
Plan and conduct group and function rundown meetings.
Provide feedback from Guests to Front Office Manager for action.

Responsible for all operations of the front desk and guest services, including the concierge, transport and luggage services, also responsible for the management of front office personnel such as staff training and shift scheduling.

Post Graduate Degree in Hotel Operations Management.
Subjects include Human Resource Management, Front Office and Room Division Management, Front Office Operations, Housekeeping Management and Operations, Food & Beverage Management and Cost Control, Banqueting and Events.