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。 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.
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
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
応募資格:
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
Minimum three years’ experience as a Front Operations Manager preferably in a luxury or ultra-luxury hotel
High school diploma
college graduate preferred
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
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
Required to speak, read and write both Japanese and English
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
