Front Office Managerフロントオフィスマネージャー/ ANA InterContinental Tokyo

ホテルを訪れるすべてのゲストにIHGブランドのサービスをお届けしご満足いただける様、フロントオフィスの全業務の管理をご担当頂きます。
他部署・チームと連携し、スムーズなオペレーション提供に尽力してくださる方をお待ちしております。

≪主な仕事内容≫
■日々の人員配置の計画
■チームメンバーの管理、育成
■スタッフ品質の維持、向上
■年間部門予算に対して人件費・経費の管理と予算進捗の管理
■夜間会計監査（ナイトオーディット）機能および毎日の財務報告を管理
■客室稼働率向上の取り組み：ウォーク・インやフロントでのアップセリングを介して、客室稼働率およびADR(平均客室単価)向上プランを立てる
■フロント・オフィスのスタッフがお客様に対し、迅速なサービス、プロフェッショナルな気配りおよび個人的な認識を行っている事を確認する
■お客様満足度の継続的向上を促進するため、お客様の苦情には適切に対応しフィードバックを求め、良い関係を構築する

DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
-Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
-Oversee night audit function and preparation of daily financial reports.
-Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
PEOPLE:
-Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
-Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
-Ensure staff is properly trained on systems, security and cash-handling procedures, and service and quality standards.
GUEST EXPERIENCE:
-Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
-Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

-Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
RESPONSIBLE BUSINESS:
-Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
-Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Perform other duties as assigned. May also serve as manager–on-duty.