Job purpose

To manage the operations of the Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the hotel’s and NagaWorld’s Hotel & Entertainment Complex business objectives.  To perform the human resource function in ensuring staff selection, training, counseling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the NagaWorld’s Phnom Penh Hotel Hotels Group and the brand ethos.

Duties and responsibilities

Monitor and Oversee Financial Management of the Department

  • Strategic/Business Plan development, updating and monitoring;
  • Ensures development of annual budget and cost management, within the context of Front Office operations.

Manage the Staff

  • Ensures appropriate staffing consistent with needs and within the constraints of the organization’s physical and financial resource;
  • Recruits, selects, orients and develops staff to meet standard performance;
  • Plans, organizes, directs, coordinates the Front Office Operation’s work plan, assigns projects and programmatic responsibilities, reviews and evaluates work methods and procedures, meets with staff to identify and resolve problems.

Develop, Plan and Deliver Programs and Services

  • Monitors front office personnel to ensure guests receive prompt, cordials attention and personal recognition;
  • Supervises the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue;
  • Monitors Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition;
  • Promotes Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program;
  • Maintains inter-departmental relationships to ensure seamless customer service;
  • Assumes overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained;
  • Schedules and regularly conducts routine inspections of areas under his/her control;
  • Maintains knowledge of credit policies and procedures and liaises closely with Finance Department to ensure that credit procedures are properly carried out;
  • Knows system recovery procedures;
  • Interprets computer reports;
  • Compiles statistics for front office and provides reports relating to that area;
  • Continually checks the accuracy of room count;
  • Approves upgrades and special amenities;
  • Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees;
  • Conducts comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information;
  • Communicates to the General Manager / EAM / DOR of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information;
  • Maintains all procedures and adheres to them within the NagaWorld’s guidelines; in particular with emphasis on hotel credit policy;
  • In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.;
  • Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures;
  • Works with the VP Human Resources / EAM / GM to ensure the departmental performance of staff is productive. Duties include:
    • Plans for future staffing needs;
    • Recruits in line with company guidelines;
    • Prepares detailed induction programs for new staff;
    • Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation;
    • Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs;
    • Conducts probation and formal performance appraisal in line with company guidelines
    • Maintains up to date staff records and approves leave requests etc.;
    • Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance;
    • Regularly communicates with staff and maintains good relations;
  • Works with Finance and Business Manager in the preparation and management of the department’s budget. Duties include:
    • Co-ordinates the preparation of the departmental annual budget;
    • Manages the Department’s expenses;
    • In the absence of a Revenue Manager, prepares and submits statistical, performance and forecast reports as necessary, to facilitate Annual budget and strategic plan preparation and provides management with marketing information;
  • Demonstrates Awareness of OH&S policies and procedures and ensures all procedures are conducted safely and within OH&S guidelines and ensures your direct reports do the same;
  • Be aware of duty of care and adheres to occupational, health and safety legislation, policies and procedures;
  • Be familiar with property safety, first aid and fire and emergency procedures and operates equipment safely and sensibly;
  • Initiates action to correct a hazardous situation and notifies supervisors of potential dangers;
  • Logs security incidents and accidents in accordance with hotel requirements.

Qualifications

  • Bachelor’s degree in Hospitality Management or equivalent;
  • Minimum 5 years of experience in 5-stars hotel as Front Office Manager;
  • Proficient in Microsoft Office including Excel, PPT, Word;
  • Knowledge of Opera system or other front-of-the house hotel systems;
  • English & Mandarin Language proficiency.

Working conditions

This position may require extended working hours and may include evenings, weekends and public holidays.

Direct reports

Any person(s) nominated by management.

How to apply

Please submit CV, highlighting job position to careers@nagaworld.com

Talent Acquisition – Human Resources Department
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

Follow us: Facebook / Telegram