General

• Responsible for supervising all duties of the front desk and guest services including the concierge, transport and luggage services
• Managing outsourced vendors operations including Limousine, Taxi, Jockey, Parking and Tour Desk operations
• Responsible for the management of front office personnel such as staff training and shift scheduling
• Ensure effective implementation of the IMS policy and procedures
• Ensure continuous training and awareness of the IMS system
• Ensure OTPs are monitored and acted upon
• Identify areas of improvement through CPAR or suggestions
• Ensure operational compliance to legal regulations and other requirements
• Identification of new activities that are in relation to EASI and HIRADC.

Departmental

• Responsible for the efficiency and profitable functioning of the Front Office which includes Duty Manager, Front Desk, Guest Relations, Concierge, MO Club, Telecommunications, Reservations.
•  Maximize room revenue and occupancy by effectively maximizing yield and excel in room up-selling and all other revenue centres  
• Clarify duties and responsibilities of Front Office personnel and ensure that workflow is in a logical and effective manner 
• Ensure that LQE, MO Pillars, policies and procedures are properly understood and followed through among Front Office colleagues
• Prepare annual departmental operating budgets as well as capital expenditure and manpower budgets
• Control and analyze departmental costs to ensure performance is within budget on monthly profit and loss review
• Perform all aspects of personnel and training functions, including hiring, performance appraisals, counseling, coaching, disciplinary action, monitor performance, etc.
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
• Handle and response to guest complaints and comments relating to the department tactfully
• Set yearly objective, targets and program for the team & monitor its effectiveness    
• Adopt methods to ensure colleagues are well trained, groomed and developed for succession plan
• Adopt methods to improve the efficiency of the operation which will benefit our guests
• Adopt methods of reducing costs without affecting the level of service or product received by our guests
• Cooperate and coordinate teamwork with other departments
• Attend operations meeting and any other meetings as scheduled
• Perform any other reasonable duties as required by the Hotel Manager/ Director of Rooms