Trách nhiệm chính

• Direct and manage daily operations, planning and assigning work to maintain optimal staffing levels.
• Develop and coach the team, setting performance and development goals.
• Train staff to ensure compliance with company standards.
• Create a positive work environment, fostering teamwork across departments.
• Promote quality service through daily communication and coordination with other departments.
• Recommend and initiate HR-related actions as needed.
• Build and maintain strong relationships with key clients and external contacts to drive revenue.
• Assist in creating the department’s annual budget and setting departmental goals.
• Monitor budget and control expenses, focusing on labor costs.
• Oversee night audit and prepare daily financial reports.
• Prepare and submit statistical, performance, and forecast analyses.
• Maintain procedures for security of money, credit, financial transactions, guest security, and inventory control.
• Use company systems to maximize revenue, developing plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Achieve personal and team sales goals, maximizing profitability.
• Help prepare departmental financial plans, including the hotel marketing plan.
• Provide guests with information on loyalty programs, attractions, restaurants, and facilities to enhance their experience.
• Schedule conventions and business group activities, coordinating with hotel-level departments.
• Communicate relevant information and special needs for VIPs, large groups, and key guests to appropriate departments.
• Lead marketing efforts to upsell guests on hotel services, offerings, and amenities.
• Ensure front office staff delivers prompt, professional, and personalized service.
• Greet guests upon arrival, interact effectively, respond to complaints, solicit feedback, and build relationships to improve satisfaction.
• Conduct routine inspections of front office and public areas, taking immediate action to correct deficiencies.
• Analyze guest satisfaction data and develop plans to achieve established goals.
• Work closely with local business leaders, officials, and community groups to maintain high-profile exposure.
• Communicate and market sustainable or “green” aspects of the hotel to attract new business.
• Act as central communications point during emergencies, maintaining relationships with local fire, police, and emergency personnel.
• Promote the hotel’s reputation in the community and encourage team involvement in outreach.
• Collaborate with advertising agencies, consulting firms, and vendors to maximize advertising investments and ensure brand consistency.
• Represent the hotel for media inquiries when required.
• Identify improvements to marketing activities and overall sales performance, working with other departments.
• Handle ad-hoc duties, responding to unexpected tasks.
• Regularly audit financial transactions to ensure compliance with regulations and data privacy.
• Maintain property safety and security, participating in fire life safety activities.
• Serve as manager on duty (MOD) when requested.
• Assist with additional duties assigned by management.

Thông tin khác

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