Director of Front Office

SCOPE
Responsible for the operations of the Reception, Concierge, PABX, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.
Main responsibilities
Involvement in budget preparations and responsible for profit & loss.
Maximize hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
Oversee all labor cost controls within budget limits and occupancy variances to maximize productivity.
Conduct interviews with potential candidates.
Manage all operational tasks including their delegation and follow-up.
Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.
Manage all operational tasks as well as their respective delegation and follow-up.
Carry out disciplinary actions in line with company procedures.
Re-evaluate work flows to improve and optimize organization.
Implement and evaluate procedures and policies.
Ensure clear communication within departments.
Verify that all information requested by the local police authorities are adhered to and prepared accurately.
Organize regular departmental meetings.
Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
Conduct daily walk through to ensure quality standards.
Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
Set short term and long term measurable objectives to continually improve service levels.
Responsible for maintaining 90% scoring for KEA inspections.
Ensure the GRI result achieves 96.2% and GSS result achieves 5.35.
KEES (Kempinski Employee Engagement Survey) results are 4.7 and above.
Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
Manager on Duty weekdays and weekends.
Rooms Division responsibility in their absence.
Pre-Opening tasks and responsibilities where applicable.