Job Description

Press space or enter keys to toggle section visibility

Impact of this role 

We are currently looking for a Front Office Manager to join our leadership team at Rosewood Miyakojima. Our Front Office Manager is entrusted to support the Director of Rooms in the management of the day to day workings of the Rooms team; managing the hotel's Front Desk operations including Front Desk, Service Center, Front Services (Bell, Door, Golf cart and Shuttles), butlers, Night Audit & Guest Pre-Arrival functions in accordance with Hotel standards. 

Key Responsibilities

Ensure that all company brand standards are implemented and followed at all times. Work closely with other associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. Contribute to the collective commitment of a unique guest experience - to create a sense of place. Support new members of the Rooms team.Handle guests concerns and comments and find a proper resolution to ensure guest satisfaction. Report to work on time, ensuring appearance and presentation meet the required standards. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.Assists the Director of Rooms to develops specific goals and plans to prioritize, organize, and accomplish work.Develops Assistant Front Office Managers through defined Key Performance Objectives and established Personal Develop Plans.Ability to interact with various departments to ensure all guest requests are completed.Constantly monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Assistant Front Office Managers, Duty Manager, Night Manager, Chief Butler, Front Desk staff, Bell staff, Butlers staff, Guest Relations staff and Service Centre staff.Supports the Director on conducting department meetings and continually communicates a clear and consistent message regarding the Front Office and hotel goals to produce desired results. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Supports the Director in developing and updating policies and manuals, as related to the department, for implementation in the field, while ensuring compliance to the same for consistency across the group. Actively participates in the recruitment and talent development for the department, to meet both current and future needs. Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counselling, evaluating, etc. Anticipate critical situations and assist wherever necessary to alleviate the pressure and to assist the guest expediently. Report any defects in the building, plant or equipment according to hotel procedure and follow-up accordingly. Manager on Duty Functions Overall in-charge of Front Office operations on the shift assigned to them. Handles and resolves guest complaints and other related problems, subsequently to be reported through email, SMS, voice call or EGG report. Serves as secondary managerial support to non-FO departments during their shift. Checks cleanliness and orderliness of lobby and other public areas. Will immediately report any noticeable cleanliness and maintenance issues. Ensures that staff are in proper appearance and behaviour during their shift. Assists in handling room assignments and resolves room block conflicts according to availability. Checks and resolves room and person discrepancies as reported by Housekeeping. Operates OPERA Management system in order to assist the Front Office Team. Assists in SAG arrival and departures. Assists in inspecting SAG rooms. Answers complex inquiries and attend to the needs of the guests. Approves and signs for petty cash, rebates and others as required by Front Office cashier operations. Follows through completion of Front Desk shift checklist. Discusses all matters needed to follow-up with the next Manager on Duty. Secures detailed pass-on from the previous Manager on Duty.Supportive Functions Assist with guest site visits. Promotes and maintains good public relations. Motivates and maintains good staff relations. While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.Critical Skills & Qualification
Bachelor’s degree in hospitality management or equivalent work experience.Three years’ Front Office experience in a managerial position at an ultra-luxury hotel, preferably in a union environment.Experience in implementing and driving programs and procedures within a team. Thorough knowledge of Hotel Operations, Hotel Services, Hotel’s policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application.Strong command of both spoken and written Japanese and English with fluency in other languages preferred.Excellent interpersonal relationship with positive demeanor and ability to work cohesively as part of a team and capable of engaging emotionally with guests.Licenses & Certifications:Driver’s license is required.Our associates have the opportunity to live by our guiding philosophy which captures the essence of our culture RELATIONSHIP HOSPITALITY. Heartfelt interactions are our lifeblood. A desire to build genuine, rewarding and lasting relationships with everyone we meet comes naturally to us – it’s our Calling.