Front Office Manager

• Well-versed in advanced function of Property Management System​ and other system or app in place for ease in front office operations
• You are able to provide theoretical and practical training of hotel system/s to the whole department​. Also, when needed, you will be able to do individual mentorship or coaching.
• Spearheads audit investigations, including audit findings from finance​ and creates necessary remedies for any untoward findings
• Authorizes staff for system access in coordination with IT, as well as Security for master keys​ access
• Analyzes scores of TrustYou Analytics and come up with relevant and timely action plan/s to increase score findings

• In collaboration with Revenue team and Corporate Operations, you can propose, approve & implement special rates for upselling and cross selling​ initiatives.
• You will create a robust upselling & cross selling program​ that will drive an increase in hotel ADR, REVPAR & F&B revenue.
• Able to collaborate with the Sales & Marketing team when a group/event is confirmed for better yield on possible ancillary revenue.
• Sets targets for OODs in terms of budgeting and ensures monthly achievement through various initiatives​
• You will initiate and suggest programs and/or promotions to boost revenue generation on all operating departments (OODs)

• Handles complex guest complaints including difficult personalities that may or may not have legal implications for the hotel
• Able to come up with an amicable settlement to address the situation through service recovery conversations
• Implements service recovery matrix​
• Meet and greet VIP guests
• Determine the top issues of guests and propose initiatives that will help address, resolve & prevent recurring concern

• You will need to periodically assess operations of the different sections and suggest improvements on the policies and procedures & SOPs of the department​
• Ensures all areas are covered with complete manning and that a culture of service is prevalent when associates attend to guest needs. Mantra: Service from the heart​
• Initiate arrangement of Brilliant in Skills Training in collaboration with Learning and Development team
• You will need to ensure that all associates are 100% compliant with our Golden rules and standards​
• You will at any time be able to perform spot checks on operational needs and requirements and be able to coach or mentor associates who are not performing well​
• You will work with EHK and do quality room checks especially for VVIP guests

• In charge of creating the department budget for the year; Monitoring, management, and achievement is a key role.
• As the FOM, you are to analyze and interpret departmental expense and come up with cost-saving strategies to achieve budgeted departmental profit​
• Able to train, expose and give accountabilities to all line managers & supervisors relating to the departments P&L​
• Proficient to create initiatives & forecast incremental revenue especially for OOD (other operating departments)
• Skilled to propose and decide on bigger discounts or waive fees to address service recovery from complaining guests
• In the interest of cost savings you will work closely with Housekeeping and Engineering team in planning for PMM program and zoning of guest floors during low occupancy days.

• Monitors the duty managers & front office teams cash floats in and out requests​
• Ensure to avoid future discrepancies through trainings and follow through in terms of cashiering​
• Close coordination with Finance for the implementation of cashiering process
• Able to monitor city ledgers, pending accounts receivables, uncollected deposits or payments, high balance report. You should be able to flag on a timely manner any potential risk on payment collection
• Maximize room revenue and occupancy by reviewing status daily.
• Analyse rate variance, monitor credit reports and maintain close observation of daily house count.
• Equipped to decide on bigger discounts or waive fees to recover guests from complaints

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of GRa to the public. -Performs any other duties and tasks that may be assigned by immediate superiors from time to time

• Bachelors degree in Hospitality Management or a related field
• Minimum of 7 years of experience in front office operations, preferably in hotel or resort settings
• At least 3 years in a middle management role such as Duty Manager, Guest Services Manager, or Chief Concierge
• Strong leadership skills with a proven ability to lead, train, and motivate front office teams
• Excellent communication, guest engagement, and problem-solving abilities
• Well-connected and familiar with key hospitality networks, trends, and organizations
• With relevant certifications or formal training related to hospitality and guest services
• Tech-savvy and experienced with hotel property management systems (e.g., Opera, Fidelio)
• Willingness to work in Baguio City

Filinvest Group