Front Office Manager

• Dec 2022 - Present

Operations Manager

• Jan 2017 - Mar 2018

Key Result Areas:  Responsible for the overall management and performance of the hotel.  Responsible for the preparation and approval of budgets, strategies, plans and setting targets for the hotel and the successful delivery according to the business plan.  Staff planning and hiring procedures in accordance to the internally released manning guides and salary scales.  Training programs within and outside the operation for the benefit of improved performance.  Emphasizing on security to life and property, loss and damage.  Fire safety through a proper in-house firefighting team and proper evacuation plans.  Customer services are effectively and efficiently delivered, quality standards are recognized and service distinctiveness is promoted.  Cleanliness and maintenance of the asset.  Electronic data security to avoid leakage of confidential information to unauthorized individuals or groups. Show less

FOM

• Sep 2011 - Jan 2017

Evaluate level of guest satisfaction and monitor trends, with a focus on continues improvement and also see the appearance, standard, and performance of the front office team members with an emphasis on training and teamwork. Maximise hotel revenue by controlling room inventory, group blocking, packages, reinforcing the late charge policy to improve REVPAR and always supervise reception team member to ensure optimum occupancy and average room rate and make sure that up selling is taking place for maximizing room revenue and forecast trends in occupancy, budget for room sales, implemented strategies for garnering larger market share, optimizing sale of room’s inventory & maximization of Average room rate. Routinely check the billing instructions and guest credit for accuracy and compliance with hotel credit policy and make sure that the credit limit report is checked on daily basis. Coordinate with security in the investigation of irregularities and undesirable guests. Always coordinate with Housekeeping on checking discrepancies and control the room availability in back to back situations. Handle front office operation such as check-in, check-out and proving guest assistance while ensuring compliance with all front office standard operating procedure and guest’s needs. During the sold out days, dealing with overbooking situation in professional and diplomatic way in order to avoid dissatisfaction of guest’s inconvenienced by the situation. Spearheaded efforts across handling entire spectrum of functions pertaining hotel operations; monitoring performance against key success metrics while identifying and mitigating risks associated with achieving the business plans.Actively conceptualized and initiated strategic & operational plans for hotel management improvement and development through a fair understanding of the process. Handled the overall recruitment of staffs for the Front Office successful operations. Show less

GSA

• Mar 1997 - Jun 2002