Administration
• Oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
• Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
• Represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
• Spend time at the Front Office area during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
• Ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Customer Service
• Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
• Ensure that targets set for customer satisfaction survey scores are achieved.
• Ensure that Front Office employees provide excellent service to internal customers as appropriate.
• Assist in greeting and checking-in VIP and Long Stay guests, ensure that they are met by an AM, AFOM or GEM.
• Ensure that all Front Office employees are aware of current promotions, policies and other important information.
• Ensure that all Front Office employees are familiar with the hotel’s products and services.
• Implement consistent guest recognition programs and maintain relevant guest history database.
• Handle all guest and internal customer complaints and inquire in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintain positive guest and colleague interactions with good working relationships

Administration
• Oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
• Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
• Represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
• Spend time at the Front Office area during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
• Ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Customer Service
• Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
• Ensure that targets set for customer satisfaction survey scores are achieved.
• Ensure that Front Office employees provide excellent service to internal customers as appropriate.
• Assist in greeting and checking-in VIP and Long Stay guests, ensure that they are met by an AM, AFOM or GEM.
• Ensure that all Front Office employees are aware of current promotions, policies and other important information.
• Ensure that all Front Office employees are familiar with the hotel’s products and services.
• Implement consistent guest recognition programs and maintain relevant guest history database.
• Handle all guest and internal customer complaints and inquire in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintain positive guest and colleague interactions with good working relationships