Front Office Manager

7 days ago

Khánh Hòa, Vietnam Melia Hotels International Full time

**_“The world is yours with Meliá”_**

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family

**Discover some of the benefits we offer**:

- **My MeliáRewards**: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
- **My MeliáBenefits**: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you

We are looking for **Front Office Manager - Melia Serenity Cam Ranh Beach Resort (pre-opening)**

**Mission**:
Highest authority in the hotel’s front office department, overseeing the achievement of the department’s operational objectives in accordance with company policies and standards. Their top priority is to ensure customer satisfaction.

**Main Responsibilities**:

- Establish and supervise the responsibilities of the staff under their management during different shifts, ensuring that employees work according to the defined procedures. Effectively resolve any complaints or challenges.
- Create and publish employee schedules, ensuring all shifts are covered as planned and filling in as necessary.
- Ensure that guest check-in/check-out procedures are followed efficiently and resolve any issues immediately.
- Assign specific tasks to team members as they arise.
- Maintain constant communication with all departments.
- Complete projects and other tasks as assigned or as needed.
- Supervise all systems related to rooms that directly impact the guest experience, ensuring that the proper procedures are followed to provide an outstanding guest experience.
- Communicate with guests and team members both verbally and in writing to answer questions and resolve problems.
- Analyze, investigate, and resolve guest complaints.
- Motivate the achievement of departmental objectives. Supervise the standards and procedures that need to be followed.
- Make good use of the digital tools implemented at the company level, such as Opera Cloud, MeliáSwitch, Hotebook, hmobile, etc.
- Supervise and optimize the check-in and check-out processes to ensure a smooth and efficient experience for guests. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly.
- Supervise and optimize the telephone request processes for internal and external guests, when the hotel does not have its own team or a centralized Guest Service Line.
- Manage daily cash handling, bank income, and change requests. Reconcile daily cash, bank income, and change requests.
- Supervise hotel billing processes, ensuring the daily closure and proper documentation. Oversee all billing-related tasks (open accounts, open folios, PMs, points of sale, group billing, rentals or external charges, high balances, claim vouchers and agency payments, upselling billing, MeliáRewards, etc.).
- Review discrepancies and billing adjustments. Handle cluster credits, MHS, agencies, etc.
- Manage credits, prepayments, deposits, and other charges. Oversee payment gateways, Sipay, ATP, TPV accounting entries, TB, virtual credit cards, credits, MOTO, etc.
- Handle and bill specific reservations, such as No Shows, Overbookings, Cancellations with restrictions, Points + Cash, etc.
- MRW Program: Follow up on set goals, motivate staff, and coordinate extra services associated with guest arrivals or stays at the hotel. Manage requested services (transfers, gift deliveries to rooms, etc.).
- Manage the hotel’s master keys, including user access, permissions, and control of user logins/logouts.

**Requirements**:

- University degree or Higher Education, preferably in Tourism, Hospitality, or a similar field.
- At least 2 years in international hotels in the same position.
- Knowledge of hotel operations.
- Knowledge of hotel management software programs.
- Familiarity with check-in and check-out procedures.
- Ability to supervise and coordinate payment transactions.
- Advanced proficiency in Microsoft Office.
- Skills in handling complaints and claims.
- Effective communication.
- Team management and supervision.
- Service-oriented attitude.
- Organization and planning.
- Proactivity and innovation.
- Planning and organizational skills
- Advanced English. A third language is a plus.

**At Meliá we are all VIP**

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, **VIP**People.
- At Meliá Hotels

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