Front Desk Manager
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Key skills for this role
About the Role
Manage Front Desk operations, ensuring exceptional guest service, team leadership, and adherence to luxury standards while coordinating with various departments.
Key Skills for This Role
Full Job Posting
Overview
- RESPONSIBILITIES:
- Checks the Pass On, the Daily Calling at the beginning of the duty.
- Encorage a positive, respectful, and collaborative work environment aligned with Rosewood values and culture.
- Review daily arrivals, departures, stayovers, and VIP lists; ensure all preparations (rooms, amenities, profiles, notes) are completed and communicated.
- Hands-over the shift properly.
- Addresses the guests by name, not Room Number Greeting and welcoming every guest.
- Checks all reservations and arrivals of the day, and review the next two-day arrivals with following what necessary
- Suggests, develops and implements realistic actions plans, aiming at improving or introducing services.
- Work closely with Guest Relations, Concierge, Airport Representatives, Bell, Housekeeping, Engineering, ASAYA, and F&B to ensure a cohesive and seamless guest experience.
- Understands night audit procedures and is able to comprehend and utilize reports as necessary
- Empowers team members to provide excellent customer service
- Ensure consistent delivery of Rosewood, Forbes, and LQA standards and sequences of service at the Front Desk and lobby area.
- Support and coordinate in-room check-ins, special arrival experiences, and group check-ins as required.
- Oversee Front Desk cashiering, float management, and end-of-shift closing Procedure in line with Finance and internal control procedures.
- Coordinate with Housekeeping regarding room status, rush requests, out-of-order/out-of-service rooms, and special set-ups.
- Monitor rate loading, billing instructions, and posting accuracy to minimize errors, rebate, open folio, and routing
- Promote and coach the team on effective upselling of room categories, packages, and ancillary services (spa, F&B, experiences) while maintaining guest-centricity.
- Review daily revenue reports, no-show and cancellation patterns, and support Night Audit in resolving discrepancies when needed.
• Cover Duty Manager When Needed
- Cover Night Manager when Needed
- Prepares the key booklets and review registration forms online for the arrival of the guest.
- Team Implementing of Paperless Registration Card. Handling SAG (Special Attention Guest) Report
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Review in-stay and post-stay feedback on TrustYou CXP and other platforms, identifying trends and proposing corrective actions.
- Oversee all VIP and special attention arrivals and departures, ensuring that welcome rituals, amenities, and escorts are executed As Plan.
- Coordinate with Housekeeping regarding room status, last moment requests, out-of-order/out-of-service rooms, and special set-ups.
- Ensure that standards are maintained at a superior level on a daily basis.
- Coordinate and monitor all guest requests and amenities with corresponding departments.
- Report any emergency to proper authorities.
- Ensure check in and check out inventories are properly handled.
- All other duties as required.
-Qualifications
- Experience: Minimum 3 years hotel experience with two years management experience. Luxury or ultra-luxury experience is preferred.
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